User Support Manager
- November 09, 2009
- Email: jobs-adm@lyris.com
Lyris, Inc. was the first online marketing solution provider with the vision to integrate email with diverse online marketing channels. Our depth of experience and technology enables clients to benefit from the synergies between these channels, resulting in more efficient and effective marketing organizations.
Are you passionate about defining and driving new products? Do you care deeply about enabling customer success? Are you an operational expert with an aptitude for creating business value across an organization?
Lyris is seeking a highly motivated leader with strong product and customer support management experience with a nuanced understanding of the support experience to define, architect, and implement a best-in-class, in-product, self-service support system for LyrisHQ. This is not a call center job – as Manager, User Support, you will be responsible for the strategy, operations, design, and delivery of a user support ecosystem that drives customer experiences across Lyris product and service touch points and balances new in product support capabilities with traditional web and phone-based support channels. This includes making support a critical strategic asset and making it an integral part of the overall customer value proposition through existing and new self-service support channels.
Responsibilities
· Identify, develop, coordinate and manage the definition and delivery of critical self-service user support assets and channels.
· Lead the definition, integration and implementation of new support systems and processes.
· Assess, define, and implement data gathering techniques to improve customer self-service capabilities.
· Define and optimize support work flows and escalation procedures.
· Develop strategic and operational plans for accomplishing improvement across the business to support world class customer support experiences.
· Measure and report on support asset usage, utility, and effectiveness
Qualifications/Skills
· 5-7 years experience supporting complex software systems or managing support products
· Strong combination of operational, strategic leadership and business capabilities
· A true passion for the Customer Experience
· Proven track record of achieving results in a fast paced environment
· Ability to ramp quickly on new business opportunities and problems
· Experience with a good range of customer service/support automation tools and platforms
· Flexibility, resourcefulness, and the ability to thrive in a dynamic, fast-paced environment
· Strong business process redesign and re-engineering experience.
· Ability to prioritize critical tasks and maintain high degree of accuracy amid competing deadlines.
· Excellent written and oral communication skills and interpersonal skills
How to Apply
· Write a targeted cover letter showing that you understand what we do as a company. Also include in your cover letter what you would bring to the team.
· Send your cover letter and resume to jobs-adm@lyris.com
· Candidate MUST reference User Support Manager in the subject line of their emails and in their cover letters.
