Customer Support Escalation Manager Nottingham, England
Deltek, Inc.
Full Time
Nottingham, England
23101 - 31005 GBP ANNUAL Today
Job description
Do you like getting to know people? Do you like solving problems? We are looking for someone who is customer obsessed to join our team and grow their talent and career.
Position Responsibilities
The Customer Support Escalation Manager is responsible for working with customers both internal and external to drive outstanding issues to resolution and manage escalation progress and resolution communication throughout.
In this role, you will be working directly with customers who are in an escalating state and therefore you need to be calm under pressure and have a steady pair of hands to instill confidence in the customer. Excellent stakeholder management is essential in this role along with using a variety of skills in your tool belt as you will take accountability for the situation, manage the customers’ expectations, and drive internally the appropriate focus to achieve the best possible outcome.
You will also work with the Customer Care Managers to set goals, which help our support team provide high-quality, professional, and courteous service to our customers. You will help drive processes and policies that elevate performance feedback to promote a culture of learning and growth.
Our ideal candidate will be unafraid of providing feedback and will lead the way to drive sustainable change, removing any unnecessary barriers to achieve the best possible result for both the customer and Deltek.
Leading and managing cross-organizational projects and initiatives to meet or exceed goals and statistics as set by upper management you will provide regular updates on how the team is performing and will proactively communicate key customer issues to leadership.
As our operational need evolves this may lead to a role managing and leading a team of Customer Care Analysts where you would be asked to ensure your team is providing high-quality, professional, and courteous services to customers. Act as a direct liaison with other internal business units on Customer Care's behalf. Provide ongoing coaching to team members to resolve issues, empower employees, and give performance feedback that promotes a culture of learning and growth. May travel to customer sites on rare occasions.
If you are recently re-entering the workforce, looking for a professional change, or just starting out your career, we invite you to apply. We'll provide the product and tools training and you'll be surrounded by a supportive and collaborative team.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a perfect candidate. Deltek Support is a place where everyone can grow. So however, you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day.
Position Responsibilities
The Customer Support Escalation Manager is responsible for working with customers both internal and external to drive outstanding issues to resolution and manage escalation progress and resolution communication throughout.
In this role, you will be working directly with customers who are in an escalating state and therefore you need to be calm under pressure and have a steady pair of hands to instill confidence in the customer. Excellent stakeholder management is essential in this role along with using a variety of skills in your tool belt as you will take accountability for the situation, manage the customers’ expectations, and drive internally the appropriate focus to achieve the best possible outcome.
You will also work with the Customer Care Managers to set goals, which help our support team provide high-quality, professional, and courteous service to our customers. You will help drive processes and policies that elevate performance feedback to promote a culture of learning and growth.
Our ideal candidate will be unafraid of providing feedback and will lead the way to drive sustainable change, removing any unnecessary barriers to achieve the best possible result for both the customer and Deltek.
Leading and managing cross-organizational projects and initiatives to meet or exceed goals and statistics as set by upper management you will provide regular updates on how the team is performing and will proactively communicate key customer issues to leadership.
As our operational need evolves this may lead to a role managing and leading a team of Customer Care Analysts where you would be asked to ensure your team is providing high-quality, professional, and courteous services to customers. Act as a direct liaison with other internal business units on Customer Care's behalf. Provide ongoing coaching to team members to resolve issues, empower employees, and give performance feedback that promotes a culture of learning and growth. May travel to customer sites on rare occasions.
If you are recently re-entering the workforce, looking for a professional change, or just starting out your career, we invite you to apply. We'll provide the product and tools training and you'll be surrounded by a supportive and collaborative team.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a perfect candidate. Deltek Support is a place where everyone can grow. So however, you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day.
Qualifications
Critical Skills/Experience:
- Minimum of 5 years in a support or consulting role is essential.
- Proven work experience as a leader.
- Advanced knowledge of Customer Support principles and support performance metrics.
- Excellent oral and written communications skills - with the ability to develop and maintain positive customer relationships.
- Advanced objection-handling skills.
- Ability to establish, update, and document process and procedures.
- Ability to monitor and trend report metrics and communicate recommended adjustments.
- Expected to be able to demonstrate advanced project management experience in planning and organizing data from various sources into concise, relevant information.
- Must demonstrate the ability to effectively present this information both to internal and external customers.
- Demonstrate ability to effectively manage multiple projects at the same time.
Travel Requirements
20%
Deltek, Inc.
https://www.deltek.com
Herndon, United States
Michael Corkery
$100 to $500 million (USD)
1001 to 5000 Employees
Company - Private
Computer Hardware Development
1983
