Technical Support Manager – Digital Records Center
Iron Mountain Digital
Location: Boston, MA

Job Summary:
The DRC Support Manager's primarily responsibility is to drive customer satisfaction by managing the daily activities of the DRC Technical Support Team. This includes improving the efficiency and resolution times of resolving customer issues.

Key Responsibilities:

• Ensure positive support experience for all customers, while creating a dynamic and creative support team atmosphere.
• Inspire and lead by example through communicating the company's vision and values to the team to ensure team alignment.
• Assign clear and attainable goals and objectives and manage accordingly.
• Define, track, update and implement department policies and procedures as needed.
• Prioritizing numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels.
• Provide feedback to Product and Technology teams on products and services at all stages of the product lifecycle.
• Handle customer escalations and works Engineering and Operations to resolve issues quickly and professionally.
• Lead weekly Critical Accounts meeting and deliver Customer Advocacy presentations.
• Provide weekly and monthly reports with analysis to management.
• Providing proactive performance feedback and development of career paths for all support engineers.
• Work with peers to leverage best practices and understand new trends.
• Ensure that the team is adequately prepared for upcoming releases, systems and/or procedural changes.
• Collaborate closely with development, marketing, and senior management to integrate technical support and service efforts with present and future over company business objectives and customer/partner relationship/retention strategies.
• Support continuous improvement to achieve consistently excellent client and employee satisfaction.
• Reports to the Director of Digital Support.

• 7+ years of managing high performance support teams.
• CRM and Knowledge Base expertise
• Excellent verbal and written communication skills
• Must have strong proven leadership, interpersonal and motivational skills

• Windows 2003, 2000
• Product technical support process and procedures.

• Bachelors Degree in Business Administration or Computer Science or equivalent experience

(Job posted 5/2/08)

Program Manager, Total Customer Satisfaction
Location: Southborough, MA

Job Summary:
The Program Manager of the TCS (Total Customer Satisfaction) program within Iron Mountain Digital World Wide Service Delivery is responsible for coordinating and driving the corporate TCS program within Digital and for coordination of all customer satisfaction initiatives within Service Delivery. This position requires a seasoned professional capable of working with all levels of Senior Management through entry level personnel. This position requires a driven, self starter with proven skills capable of both promoting and managing the TCS Program.

Key Responsibilities:

• Drive the TCS program within IM Digital, developing and delivering initiatives that will ensure that TCS is a dominant force throughout the IM Digital organization. Coordinate the IM Digital TCS program with the IM Corporate TCS program ensuring that the goals and objectives of the corporate program are being met by the IM Digital TCS program.
• Coordinate, moderate and invigorate the Digital Customer Advocacy program. This includes regularly schedule reviews of all "hot" customer accounts, regularly schedule customer presentations to the customer advocacy team, ensuring proper follow-up after a customer presentation and maintaining all the documentation regarding the Customer Advocacy program. Work will include continuing to expand and improve the Advocacy program.
• Working with the Administrative Assistant for WW Service Delivery, maintain the Service Delivery QoS dashboard.
• Coordinate the various products' critical accounts lists, and ensure that appropriate actions are being taken to resolve the customers' issues.
• Perform related duties as required.

• Five years experience in IT
• Experience with Windows and Microsoft Office
• Sound problem resolution, judgment and decision-making skills
• Project management, team leadership and meeting facilitation skills
• Strong analytical, interpersonal and written/verbal communication skills
• Self motivated, strong work ethic and professional team member

• Bachelors Degree in Business Administration or Computer Science or equivalent experience

(Job posted 4/23/08)

Sr. Manager, Inside Sales

The Company
OpenTable is the leading supplier of reservation, table management and guest management software for restaurants. In addition, the company operates www.opentable.com, the world’s most popular website for making restaurant reservations online. With more than 8,700 customers throughout the United States, Canada, Mexico, United Kingdom, Germany, France, Spain and Japan, the OpenTable hardware and software system replaces pen-and-paper at the host stand. It automates the process of taking reservations and managing tables, while allowing restaurants to build robust diner databases for superior guest recognition and targeted e-mail marketing.
For diners, concierges and administrative professionals, the website provides a fast, efficient way to find available tables that meet desired criteria for cuisine, price and location at a specified time. Reservations are free and can be made around the clock. The website is directly connected to the thousands of computerized reservation systems at OpenTable restaurants. Search results reflect actual, "real-time" availability and reservations are immediately recorded in the same electronic reservation book used by the maître'd.

Charter
The Sr. Manager, Inside Sales, is charged with increasing the monetary value of the OpenTable installed restaurant base by executing sales promotions of additional OpenTable products and services. S/he will work closely with the inbound support and Client Relations teams to create consultative selling initiatives and will be responsible for achieving agreed upon sales goals. The selling work will be done primarily over the phone, either by identifying sales opportunities during inbound support calls or by offering appropriate complementary products/service to customers via outbound calling.

Responsibilities

(Job posted 4/17/08)

Senior Manager Customer Support
Location: Southern California

Purpose:
The purpose of this position is to lead and coordinate efforts to create more compelling and value added support plan services. The primary business objective of this role is to increase the number of active support plan customers.

This position will research current support industry thinking and trends in the area of Value Added Services. This Sr. Manager, working with designated resources in each of the General Manager product teams, will develop plans to transition current assurance based plans to offers and services that are perceived by customers as containing greater value and promote greater consumption of our products.

Another key area of focus will be to work with Product Development to identify opportunities to “build in” proactive supportability within our products.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assessment and in depth understanding of current offerings from Support Operations in the area of Support Services, including all the customer bases served and their unique needs for support services.
• Obtain knowledge of activities in place at other software industry leaders and support operations including best practices, methods of implementation, and resources involved.
• Obtain and maintain in depth knowledge of trends in Value Added Support as published by professional support associations.
• Work in collaboration with Customer Support, Product Management, Sales and the Business Reporting Group to build plans for Value Added Services that meet the needs of our distinct customer bases.
• Constantly monitor changes in available technology and service options as well as changing customer base needs for Value Added Services, and ensure that available options are in place to meet these needs.

Bachelor’s degree In Business or Computer Science or equivalent experience.

7 – 10 years experience in Customer or Technical Support

5+ years management experience – preferably in the area of Customer Support

Demonstrated ability to work independently, making progress on key objectives with minimal day to day direction

Demonstrated ability to work across multiple organizations and levels of management, utilizing influence (not position) to get clear communication and understanding of ideas and initiatives

Strong written and verbal communication skills

Strong listening skills

Strong negotiating skills

Strong interpersonal skills

Demonstrated ability to manage multiple activities and/or project management background

Proficiency in Microsoft Office including MS Word and MS Excel, with proficiency in MS Project a plus

(Job posted 4/16/08)

Business Analyst, Support Systems Architecture

Job Description:
Business Analyst - Support Systems Architecture

About the Company:
Kronos Incorporated empowers organizations around the world to effectively manage their workforce. At Kronos, we are experts who are solely focused on delivering software and services that enable organizations to reduce costs, increase productivity, improve employee satisfaction, and ultimately enhance the level of service they provide. Kronos serves customers in more than 60 countries through its network of offices, subsidiaries, and distributors. Widely recognized as a market and thought leader in managing the workforce, Kronos has unrivaled reach with more than 30 million people using a Kronos solution every day. Kronos customers include enterprises large and small from nearly every imaginable industry sector. Tens of thousands of organizations in diverse industries worldwide including retailers, healthcare institutions, manufacturers, services organizations, transportation and distribution companies, airlines, government entities, and educational institutions overwhelmingly choose Kronos. Kronos is a privately held company and was founded in 1977.

About the Position:
The Business Analyst, Support Systems Architecture is responsible for building the best practices vision for a support systems infrastructure, including but not limited to systems in development, professional services, educational services, and technical support. Primary goal will be the upgrade of the technical support toolset, conducting an overall needs assessment and identifying best-of-breed system or components of that system, including CRM, knowledge management, ACD, and other related systems/tools. Once selection is complete, analyst will build an implementation plan that achieves maximum measurable efficiencies for all involved parties, including but not limited to Support Services, Ed Services, Pro Services, Engineering, and other cross-functional areas to the extent required. With assistance from all key areas, analyst will then execute that plan, meeting all milestones and deadlines. Analyst will also work within the guidelines of Kronos Web portal structure, insuring seamless customer experience at all times. Analyst will also work on justification, identification, and implementation of remedial tools in areas such as remote monitoring and self-healing to improve issue time-to-close metrics.

Primary Responsibilities:

• Assess the current support tool set and capabilities
• Build vision of best-practice process/tools
• Identify state-of-the-art solutions to execute against the vision.
• Identify and plan for all key integration points within all Kronos systems to insure personnel access to data required to do job most efficiently
• Define and operate against measurable KPI’s to insure success.
• Drive project to completion, then continue to monitor for additional opportunities for efficiency
• Improve overall margins in support services areas through expanded use of and better self help processes and technologies
• Work with cross-functional team to insure adoption of new processes and tools including content workflow integration

• 10+ years experience in customer support, including CRM systems, service delivery systems, and a solid overall understanding of information technologies.
• Must have proven experience in the implementation of best of breed support technologies in the areas of customer self-help, case deflection, and reduced time-to-close efficiencies
• Must be able to sell programs internally as well as externally.
• Ability to balance strategic and tactical execution
• Excellent written & verbal communication skills.
• Must have very strong project management skills
• Must have ability to negotiate with other cross-functional areas as required
• Have the ability and experience in developing a framework for complex content/solution creation for application and problem resolution across a broad user (internal/external) spectrum.
• Must possess technical skill set to understand all technologies and system integration

(Job posted 3/31/08)

Product Expert Support Manager
Sunnyvale, CA

Job Description:
ILOG's innovative enterprise-class business rules management software (BRMS) helps companies maximize business agility and improve operating efficiency. Over 500 global corporations rely on ILOG JRules BRMS technology to provide flexibility to their critical business applications by allowing dynamic business policy to be maintained by business users independently of the application source code. ILOG is currently in search of a Product Expert Support Manager to lead the US and European Product Expert Teams.

Responsibilities to include:

• Elaborate and implement support for the internal users of ILOG products (technical support engineers, professional services consultants or technical account managers), while ensuring an interface between ILOG R&D.
• Defines and maintains Service Level Agreements (SLAs) with those internal clients, and ensures that the Product Expert team (currently 15 people, in Europe and the US) is adequately staffed and trained to deliver the service accordingly, allowing R&D to concentrate on product development.
• Acts as the Expert team's 'voice' for ILOG product users (internal or customer) with R&D and channel feedback that enables the products to evolve with user needs.

• Progressing in a very technical environment, the Product Expert Support Manager must be able to understand the basics of ILOG products and their environments, while showing leadership and strong human qualities.
• This team player will demonstrate a great sense of tact and diplomacy to deal efficiently with escalations, and help to identify solutions compatible with the priorities of both the internal users and R&D.
• A sense of urgency, flexibility, organization, and a talent for hiring, are essential characteristics of the ideal candidate.
• Three to four years of experience in management, preferably in an international environment completes the profile.

(Job posted 3/21/08)

Technical Support Manager
Sunnyvale, CA

Job Description:
For more than 10 years, ILOG's innovative enterprise-class software components and services have helped companies maximize their business agility and operating efficiency. Over 1,000 global corporations and more than 400 leading software vendors rely on ILOG's business rules, optimization and visualization technologies to achieve dramatic returns on investment, create market-defining products and services, and sharpen their competitive edge. As ILOG grows its number of customers in the US, it seeks to appoint a seasoned head of Technical support who will be responsible for the management of a team of 10 Technical Support Engineers (TSE) for C++, Java and .NET products.

Responsibilities to include:

• Will manage overall customer satisfaction, plan team assignments and set team objectives
• Establish and assess individual and collective objectives, while reporting and analyzing team performance.
• Follow-up on Support requests in team meetings and manage escalations
• Will liaise with Sales and other departments within ILOG and will locally implement worldwide support policies
• Actively participate in the hiring of new team members and manage their skill development/enhancement (including product training) to aid in the growth of TSE's

• Ability to understand ILOG products as well as third party products
• Respect for processes and ability to propose changes in the processes where necessary
• Excellent communication skills and a strong sense of service
• Ethical and tactful when dealing with employees and customers
• Excellent problem solving and negotiation skills
• Demonstrable leadership capabilities
• 3-4 years experience in Management; Technical Account Management, Technical Support or Professional Services
• Experience in recruiting/selecting & onboarding employees

(Job posted 3/21/08)

Customer / Software Technical Support Engineer
Company: Articulate

Job Description:
Learn more about Articulate here:
http://www.articulate.com/blog/articulate-is-hiring-support-customer-service/

Job informaton here:
http://www.articulate.com/support/jobs/tier-2-CSE.html

(Job posted 3/18/08)

Customer Support Representative / Sales
Company: Articulate

Job Description:
Learn more about Articulate here:
http://www.articulate.com/blog/articulate-is-hiring-support-customer-service/

Job informaton here:
http://www.articulate.com/sales/jobs/CSR.html

(Job posted 3/18/08)