Job Summary:

• Manage the CAFM operational delivery and produce and submit contract MI across several client accounts in guidance of KPI/SLA contractual obligations
• Focus on strategic management and planning across Client Support
• Administration of both PPM and Reactive activities assigned to the region's business
• Ensure all sub-contractors information is obtained and maintained, including associated RAMS
• Direct line management responsibility of up to 10 client support administrators and management of the daily deliverables, engagement, and development
• Drive operational delivery with the Wates Operating Framework
• Creates and maintains standard guidelines and business requirements and process documentation for the Client Support team
• Owner of the communication and follow-up for day-to-day requests regarding content issues, repeated requests, errors, etc.
• Identifies, develops, and strategizes possible new interventions to drive efficiency.
• Communicates with vendors and discusses issues in vendor terms based on how the data is delivered.
• Present reports and associated action plans to an executive audience

Skills on Resume: 

• Operational Management (Hard Skills)
• Strategic Planning (Hard Skills)
• Facilities Management Expertise (Hard Skills)
• Contract and Vendor Management (Hard Skills)
• Team Leadership and Development (Soft Skills)
• Operational Framework Implementation (Hard Skills)
• Process Documentation and Standardization (Hard Skills)
• Communication and Executive Reporting (Soft Skills)

Job Summary:

• Manage a team of Support representatives focused on providing a high level of support for existing Yext clients
• Coach, support and develop talent within the team
• Manage employees’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for success
• Develop and manage ticket queues and escalation paths
• Ensure SLA’s are adhered to, and key KPIs such as Customer Satisfaction and First Response are met/exceeded
• Assist the team in troubleshooting escalated issues in real-time
• Serve as a key stakeholder, working with cross-functional teams to build out relevant help resources and internal documentation
• Drive bug resolutions, requirements and feature requests with Product and Engineering
• Create a customer-centric culture focused on finding solutions and wowing customers
• Scale support to facilitate Yext’s growth in clients, geographies and capabilities
• Develop a thorough understanding of Yext’s product and customer needs, ensuring the team is trained and enabled to support these both current and future
• Build and scale new ways of thinking/approaches to raise the bar in terms of the value we are bringing to customers

Skills on Resume: 

• Team Management (Soft Skills)
• Performance Management (Hard Skills)
• SLA and KPI Adherence (Hard Skills)
• Problem-Solving and Escalation Handling (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Customer-Centric Culture (Soft Skills)
• Product and Industry Knowledge (Hard Skills)
• Innovation and Scalability (Hard Skills)

Job Summary:

• Prioritize and respond to customer inquiries through ticketing tool 
• Work with clients to troubleshoot, answer questions, and identify and report software issues.
• Escalate more complex issues to 3rd line support or technical and Client Services teams
• Escalate to Team Lead and Account Managers when an issue may impact the revenue and/or the relationship with the client
• Communicate the progress of issue resolution to the client in a timely manner 
• Identify recurring client issues and request from Technical Writer to write client-facing entries for FAQ and Help Files
• Provide application usage instructions in a professional and error-free manner
• Taking inbound calls from clients and delivering solutions within efficient time-frames
• Pro-actively chasing up the required documentation
• Keeping informed on existing and new products and services offered in order to identify leads and provide solutions
• Working closely with internal departments to ensure a smooth and positive customer experience

Skills on Resume: 

• Operational Management (Hard Skills)
• Performance Management (Hard Skills)
• Problem-Solving and Technical Expertise (Hard Skills)
• Leadership and Team Management (Soft Skills)
• Strategic Thinking (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Customer-Centric Focus (Soft Skills)
• Innovation and Scalability (Soft Skills)

Job Summary:

• Promptly answering support tickets (weekdays and rotating weekends/evenings)
• Overseeing the lifecycle of a support ticket
• Taking an audit of current support processes and proposing both short and long-term improvements and carrying out those improvements
• Taking an audit of current Knowledge Base, proposing short and long-term improvements and carrying out those improvements
• Maintaining/overseeing the Knowledge Base
• Informing and educating existing clients on new releases and features
• Interviewing, hiring, and training new support employees
• Working closely with implementation, success, and development teams
• Putting in place scalable processes for a growing support team, and managing that growth
• Identifying and assisting in delivering process improvements/business efficiency
• Build strong relationships developing trust and credibility

Skills on Resume: 

• Technical Support Expertise (Hard Skills)
• Ticket Lifecycle Management (Hard Skills)
• Client Education and Communication (Hard Skills)
• Team Management (Hard Skills)
• Cross-functional Collaboration (Hard Skills)
• Process Scalability and Efficiency (Hard Skills)
• Building strong relationships (Soft Skills)
• Developing trust (Soft Skills)
• Establishing credibility (Soft Skills)

Job Summary:

• Manage assigned team staff, track support activity and achieve measurable assigned department and employee goals 
• Providing the oversight and training needed to ensure individual and team proficiency and compliance.
• Ensure all team member’s consistent adherence and achievement of all customer satisfaction performance objectives.
• Analyze support cases to isolate issues or trends with product or customer sites, providing creative solutions
• Minimize or eliminate concerning patterns or trends.
• Assign to the customer queue to meet work spike situations and complete assigned case activities.
• Complete employee performance reviews by goals, department performance criteria, and employee-specific improvement needs.
• Address employee performance issues timely, thoroughly, and with emphasis on employee success achievement.
• Manage a team of 6 representatives who will be reaching out to current clients
• Mentor the team, oversee performance management, monitor KPIs that are already in place

Skills on Resume: 

• Team Management (Hard Skills)
• Performance Management (Hard Skills)
• Monitoring KPIs (Hard Skills)
• Customer Satisfaction (Hard Skills)
• Training and Development (Hard Skills)
• Problem Solving (Hard Skills)
• Employee Engagement (Soft Skills)
• Workload Management (Hard Skills)

Job Summary:

• Lead and manage the operations of the team towards optimal client satisfaction
• Develop and maintain positive client relationships
• Organize and coordinating client support workflow for maximum efficiency
• Ensure compliance with procedures and policies
• Coach and motivate the team
• Identify training needs and strengthening the performance of the team to meet KPIs
• Direct contact person for customer support for all inquiries regarding fund data and services
• Provide intensive partnerships with the database, sales, and IT departments
• Create evaluations for sales support
• Coordinate the expansion of existing customer solutions and implementation of new customer solutions
• Ensure the highest customer satisfaction

Skills on Resume: 

• Leadership and Team Management (Hard Skills)
• Client Relationship Management (Hard Skills)
• Workflow Coordination (Hard Skills)
• Compliance Management (Hard Skills)
• Team Coaching and Motivation (Soft Skills)
• Training and Development (Hard Skills)
• Customer Support Expertise (Hard Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary:

• Partners with General Manager, TADS & HES to identify department budget, staffing needs, and annual departmental goals and objectives
• Manages time off and schedule approvals for Support Staff
• Conducts all interviewing and hiring for Support Staff
• Collects daily, weekly, and monthly metrics for all channels of business
• Monitors workflow to ensure that business needs are met
• Identifies training, process or policy needs and coordinates ongoing training for the support team
• Collaborates cross-functionally to drive departmental goals and objectives
• Maintains in-depth knowledge of the system and communicates system updates/issues to Support teams  
• Communicates and advocates for the support team’s ideas/needs/desires for system improvement to the Product and Development teams 
• Enables and encourages communication between Support and other cross-functional departments

Skills on Resume: 

• Budget Management (Hard Skills)
• Staff Management (Hard Skills)
• Metrics Analysis (Hard Skills)
• Workflow Monitoring (Hard Skills)
• Training and Development (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• System Knowledge and Communication (Hard Skills)
• Advocacy and Communication (Soft Skills)

Job Summary:

• Understands and communicates customer desires for system improvements to Product Management
• Train new team members on process/policy 
• Develop formal training materials and partner with the Lead Trainer to deliver the training 
• Develop, document, and improve internal processes 
• Assist in the selection and rollout of a support tool to capture KPIs and make data-driven decisions
• Conducts regular 1:1s with all reports
• Conduct regular team meetings to keep support staff apprised of business updates and other important information
• Track KPIs to understand team performance and overall customer experience
• Manage/resolve any escalated Support issues, or questions 
• Conduct employee reviews and identify improvement plans to continuously expand skills

Skills on Resume: 

• Communication Skills (Soft Skills)
• Training and Development (Hard Skills)
• Process Improvement (Hard Skills)
• Data-Driven Decision Making (Hard Skills)
• Leadership and Team Management (Soft Skills)
• Performance Management (Hard Skills)
• Customer Service and Issue Resolution (Hard Skills)
• Training Delivery (Hard Skills)

Job Summary:

• Engage customers, third parties and industry contacts to build trust, and confidence and enable strong long-term relationships
• Represent the customer view, be the voice of the customer
• Create and present business plans, cost/benefit analysis and financial forecasts
• Provide internal management reporting to demonstrate contributions
• Collaborate with all other departments and staff to ensure delivery against objectives
• Stay abreast of current industry trends and information
• Build and deliver successful presentations
• Contribute to sales and marketing efforts
• Awareness of “help desk” ticketing systems and basic reporting tools to analyze activity across products and customers
• Oversee daily operations of all staff including effective scheduling and assignment of tasks
• Ensure effective utilization of all resources toward achievement of business goals

Skills on Resume: 

• Building Trust and Relationships (Soft Skills)
• Customer Advocacy (Soft Skills)
• Business Planning and Analysis (Hard Skills)
• Management Reporting (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Industry Awareness (Hard Skills)
• Presentation Skills (Soft Skills)
• Sales and Marketing Support (Hard Skills)

Job Summary:

• Determine staffing needs and administer human resources policies, including hiring, compensation, performance reviews and onboarding training initiatives
• Collaborate with PWM leadership and Human Resources to build an effective team across the PWM business unit through hiring, lateral recruiting, and training
• Participate in and represent PWM in firm initiatives, including sales, diversity, and community outreach
• Partner with Human Resources to ensure a safe workplace and manage performance issues
• Provide oversight in the handling and resolution of regulatory, legal and compliance issues. 
• Monitor sales efforts to ensure effective operations risk management
• Conduct meetings on behalf of the PWM leadership team to communicate relevant information on a timely basis
• Build relationships with advisors and support staff to enhance team focus on the delivery of consistent, excellent client service.
• Manage client inquiries and service transaction approvals, including escalations from the Middle Office
• Partner with advisor team on client facing operational processes by actively participating in the resolution of complex problems and those requiring urgent action
• Ensure work activities follow established risk controls and are following applicable rules, regulations, policies, and procedures
• Develop and implement strategies for improving the efficiency and effectiveness of the overall team’s current processes, including new client paperwork, marketing materials for prospective clients, performance analysis and documentation in preparation for client meetings, and portfolio management

Skills on Resume: 

• Human Resources Management (Hard Skills)
• Regulatory and Compliance Oversight (Hard Skills)
• Risk Management (Hard Skills)
• Leadership and Team Building (Soft Skills)
• Client Service Management (Hard Skills)
• Communication and Meeting Facilitation (Soft Skills)
• Process Improvement (Hard Skills)
• Community Outreach and Firm Initiatives (Soft Skills)

Job Summary:

• Recommend improvements and enhancements to the service proposition
• Provide reports to the business, including regular feedback and statistics on productivity and adherence to service levels.
• Identify improvement opportunities and take appropriate action
• Oversee the timely and satisfactory resolution of all scorecard-related client complaints
• Develop and cultivate a strong relationship with customers by addressing all inquiries and concerns regarding work orders, invoices, shipments, and inventory counts
• Coordinate special and last-minute shipping requests, expediting any order as necessary.
• Manage client information using the applicable software platforms (Synapse, Salesforce, etc.)
• Update Salesforce to include up-to-date client contact information and client-related activities.
• Understand and ensure compliance with all regulatory shipping documentation requirements.
• Track and address all Client Service-related Non-Conformity Reports (NCRs) and work with management to establish a root cause analysis and develop corrective action plans.
• Ensure timely and accurate invoices to customers for receiving, outbound processing, month-end billing, and all special requests and services.
• Obtain and have a deep understanding of retailer compliance manuals and communicate the requirements accurately and effectively to the customer service staff.

Skills on Resume: 

• Analytical Skills (Hard Skills)
• Problem-Solving Skills (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Logistics Coordination (Hard Skills)
• Software Proficiency (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Billing Accuracy (Hard Skills)
• Root Cause Analysis (Hard Skills)

Job Summary:

• Provide day-to-day management and oversight of the tier 1 technical support team through ensuring high quality engagements with clients through timely, accurate, and client-friendly responses to incoming tickets, calls and chats
• Act as an escalation point to both team and to other leaders within the business to successfully resolve client issues in a positive manner
• Understand and address client inquiries while delivering exceptional client service
• Leverage deep understanding of the  platform to ensure that team delivers exceptional technical troubleshooting and problem-resolution
• Provide feedback, coaching, and development to team around communication skills, technical topics, product features, and other areas relevant to delivery of client support
• Manage the team schedule for proper coverage, conduct regular 1:1s with each team member, manage and develop departmental documentation, and support all administrative needs for the group
• Work in partnership with tier 2 or engineering teams to monitor technical bugs or outages and relay provided information back to clients in a timely manner
• Conduct regular reviews of team’s interactions with clients to ensure quality of interactions, identify areas for improvement/training and ways to more efficiently deliver technical support to clients
• Work in conjunction with other professional services leaders on departmental initiatives to improve client satisfaction, create efficient handoffs between teams, and ensure consistent messaging across client interactions
• Identify technical, product, collaboration, or reporting gaps in the client support process and propose solutions
• Display professionalism, quality service, and a “can do” attitude to internal members/departments of DISCO, external clients and vendors via written and verbal communication
• Analyze statistics and compile reports on a regular basis

Skills on Resume: 

• Technical Proficiency (Hard Skills)
• Client Service Excellence (Soft Skills)
• Team Leadership (Soft Skills)
• Escalation Management (Soft Skills)
• Process Improvement (Hard Skills)
• Communication Skills (Soft Skills)
• Analytical Skills (Hard Skills)
• Collaboration and Initiative (Soft Skills)