Customer Support - Senior Level Executive

RESPONSIBILITIES

 

Based in Texas this senior level executive will play a primary role in maintaining the value proposition with customers. This position requires a leader who will pursue and drive quality improvement across the company. 



 

This individual will

Be responsible for all Customer Support related issues, plan and secure the resolution of these solutions, and act as escalation point from the customer.



 

Develop and implement customer support strategies and methodologies to best serve all portfolio requirements, to improve organizational effectiveness, and to achieve customer satisfaction goals.



 

Manage all customer support activities, which align Customer Relationship Management (CRM) strategies and customer satisfaction goals, ensuring consistency among all customer contacts.



 

Continuously strive to improve network support performance. Monitor customer satisfaction to quickly identify and resolve problems and opportunities. Ensure an effective root cause analysis and feedback process is in place to improve customer satisfaction.



 

EDUCATION -- A Bachelors degree is required.  An MBA or other advanced degree would be an advantage



 

EXPERIENCE





A total of 12 -15 years experience in the telecom industry, with 5+ years of specific management experience in Customer Support and/or Technical System Support within the Telecom industry.



 

Due to industry technology transition and expansion, must have a comprehensive understanding of TL9000 standards and the various quality system goals for the industry.



 

The ability to support the overall strategy to communicate effectively with the customer and take ownership responsibility in a highly competitive atmosphere.



 

Have an ability to prioritize and develop a plan for the region that sponsors specific growth for the business in each market.



 

This opportunity offers a strong competitive compensation (depending on experience) plus bonus and an outstanding benefits package. A formal and complete specification along with a detailed benefits package will be forwarded to individuals we deem qualified.