Customer Support Manager
Medius Sverige AB / Supportteknikerjobb / Linköping
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hela Sverige - Manage Medius' global team of support professionals delivering world class services to customers
• Manage the issue escalation process, ensure that customer SLAs are met, and oversee timely communication of issue status to Customers.
• Contribute to the product by influencing Product Management and R&D on behalf of the customer - create business cases for frequent issues etc
• Work closely with other Medius' units to improve the overall customer success by defining and improving best practices and playbooks.
• Coach the team to increase the effectiveness by creating a continuous learning and collaborative environment
• Provide strategic direction, leadership, development, and management of customer support operations using Lean practices ensuring a continuous improvement
• Participate in the support operations work.
We are looking for a Customer Support Manager that will lead our highly skilled team of support professionals to make our global customers successful. In Customer Support we help Medius' customers and partners worldwide when they face issues with our SaaS (cloud) delivered Invoice Automation service, MediusFlow. You will in this role be a part of Medius global team of skilled professionals from R&D, Cloud Operations, Professional Services and Customer Success Teams who all work hard to ensure the best possible service and success for our customers. The position is located at our head quarter in Linköping, with teams located in Sweden, Poland and the US.
It is important that you are/have:
• You love working with customers. If they're happy, you're happy.
• Innovative, passionate, and results-driven, team leader with a "can do" attitude.
• Strong leader, who can manage internal and customer executive relations including contract negotiations.
• 7+ years-experience working in a product customer support organization, preferably for a SaaS product.
• 3+ years' experience of building and leading global teams
• Proven ability to work across functions such as Sales, Professional Services, Customer Success, Product Management, and RnD, not afraid of "taking the fight"
• Demonstrated ability to translate the voice of the customer into internal initiatives
• Verbal and written communication skills in Swedish and English
• Relevant degree in Information Technology, Computer Science or similar - or equivalent work experience
It is beneficial if you are/have:
• Experience building proactive support programs and collecting customer feedback to deliver the best customer service
• Working knowledge of major support software
Medius is an established, global leader in the AP automation market with offices in eight countries servicing over 2000 customers across the world since 2001. Taking the strategic decision in 2014 to invest, develop and align our products and company to lift our AP expertise to the cloud, our DNA has been injected with a renewed lease of "start-up" focus, energy, momentum and growth.
It's exciting times at Medius - for us and our customers!
We truly believe that the best results and collaboration happen when you're having fun at work. Whether it's the positive energy and modern city-center work environments, the great international colleagues or working with leading technologies to deliver the best solutions to our customers - you're going to have a blast. At Medius you will always be an important part of what we do while you also grow your personal development.
Publiceringsdatum2018-01-25Så ansöker duSista dag att ansöka är 2018-02-24
Klicka på denna länk för att göra din ansökanFöretagMedius Sverige AB
AdressMedius Sverige AB
Platensgatan 8
58220 Linköping
KontorsadressPlatensgatan 8
Jobbnummer 3923766
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