Customer Service Manager

• Manage the deployment of the company''s products and services involving departmental or cross-functional teams focused on the delivery of new or existing products.

• Plan, direct and schedule activities on behalf of the client. Monitor the project from initiation through delivery.

• Organize the interdepartmental activities ensuring completion of the implementation on / or above schedule and maintain on-going growth and customer base development opportunities.

• Meet and / or exceed quarterly objectives: Retain existing customers within a defined account base while increasing usage levels in account base. This is achieved through continued education, entrenchment and penetration of various contact levels of a customer organization.

• Orchestrate the various phases of the WebEx deployment and implementation within a designated territory of accounts through effective Project Management.

• Organize interdepartmental activities ensuring completion of deployments on or above schedule, and with maximum value to WebEx and its clients.

• Successfully maintain extensive interaction with various members of cross-functional teams to ensure focus and delivery of services and solutions.

• Maintain consistent and effective pro-active communication with the assigned account base.

• Ensure prompt customer issue resolution with the appropriate WebEx organizations, striving for maximum customer satisfaction.

• Exhibit leadership by providing suggestions for improving processes and the approach in managing customers.

Required Skills

• Duties include those described for customer service representative but require stronger work experience for each function.

• Additional duties may include proactive communication with customers and client via telephone, e-mail, or regular mail; managing database records; drafting status reports on customer service issues; and supervising staff.

• Managed a large volume of accounts by way of phone, email, and face to face meetings.

• Keep these accounts in compliance with federal mandates and guidelines.

• Previous experience with call center and answering difficult customers

• Specialized skill training or certification in call center environment

Required Experience

• 2-year college degree.
• 3+ years of successful strategic customer account management and development within the service industry, with particular emphasis in large account management to a Fortune 500 customer base.
• Proven ability to deliver a high degree of customer satisfaction through the effective implementation of services, as well as successful in scoping additional services opportunities through effective base penetration and client growth.
• Proven project management skills, expertise in:
  
  
  • Leading large cross-functional teams through both direct-line and matrix management approaches for a Fortune 500 customer base (1 to 120 clients).
  • Prioritizing and driving multiple, complex objectives on both a single client and strategic client base as a whole.
  • Effectively manage both change and communications management during the lifecycle of a client relationship from implementation to ongoing delivery.
  • Proven ability to effectively present and communicate to all levels of an organization, especially senior management levels. Exceptional organizational, written and verbal communication skills.
  • Proficient understanding of the web and security on the web (firewalls, proxy settings, network connections, etc).
  • Ability to work in a team environment, and assist other team members to achieve team- oriented objectives.