Customer Relationship Manager

Customer Relationship Manager Image
Customer Relationship Manager

Dublin

Permanent

€100,000 - €110,000

Ref: E1661LB

Job Description

I have a great software company that is now hiring a Global Customer Relationship Manager for their growing global team of customer support agents.

Customer Relationship Manager

 

Your responsibilities are to oversee all aspects of support globally for our software product, while meeting customer deadlines and ensuring customer support issues are resolved swiftly and professionally within our service-level agreements.

 

REQUIREMENTS

  • You will have full responsibility for leading and growing a diverse, globally-distributed team of technical support engineers globally.
  • Develop clear strategies, goals and tactics to improve efficiency and provide an exceptional level of customer support
  • Measuring and improving upon KPIs, generating reports, dashboards and presentations, and presenting such findings and recommendations on a regular basis.
  • Participating in cross-functional teams and initiatives
  • Foster a culture that expands beyond break-fix issues and engages our customers in planning and deploying phases
  • Assisting Sales team with customer on-site visits, conference calls as necessary.
  • Reviewing, managing and negotiating service level terms in contracts with customers, resellers and partners.
  • Managing an annual financial and headcount budget, and making recommendations for organizational change, resources and training when needed.

 

Experience & Skills

  • Previous career experience in software development, managed services, technical support and/or professional services for software-based products.
  • Strong customer-facing communication skills.
  • Ability to communicate complex technical concepts to stakeholders at various levels from engineer to executive
  • Sharp critical thinking and reasoning skills.
  • Dedication to growing and coaching your team members to becoming leaders in their careers.
  • Familiar with running a 24/7/365 model of escalation.
  • Experience working with a globally-distributed team of employees
Lorraine Bracken's Profile Picture
Name: Lorraine Bracken
Title: Senior Technical Consultant
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How to Apply

If you are interested in this role, then please Apply along with your updated CV and I will be in touch with you to discuss your application in more detail, otherwise feel free to connect with me by whichever medium you are most comfortable with be that Linkedin, Email or Telephone. Remember we have limited our site to a maximum of 200 Jobs so if this Role is not a 100% match to your requirements please be sure to connect with us as we will most likely have another role which you may find more suitable.

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