JOB OPENING: Customer Success Operations Manager

[mgeise]

http://www.jaspersoft.com/images/jasper_logo.gif 

Jaspersoft is Hiring
Customer Success Operations Manager

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Work along side the engineers and architects of JasperReports, iReport, and JasperServer

Jaspersoft is looking for a motivated, resourceful, and solution focused engineer to help our customers acheive a high level of success and satisfaction with our products.  This is a highly technical position requiring hands-on trouble shooting, customer guidance, and example building and an excellent way to really expand your knowledge of the most widely deployed BI software on the planet. 

Summary

This is a customer/partner focused, hands-on technical support operations leadership position. This individual is involved in the day to day management of the Customer Success and Support processes – including:

• Management of customer escalations and targeted satisfaction efforts
• Representing our customers in Cross-departmental efforts to implement services and tools to drive customer success
• Developing, implementing, and measuring processes and tools to drive Customer Success team efficiency and effectiveness

As a leading open source software company, Jaspersoft relies on customer support excellence. This individual will work with others across the organization to innovate and break the boundaries of traditional “support” to develop a leading model for customer success. 

Location

Jaspersoft Headquarters, San Francisco, CA, USA 

Essential Functions

• Participate in direct customer success management through:
  • Customer escalation management
  • Technical Account Management/Customer Success Management services
  • Occasional Customer Support in a back-up/overflow capacity
  • Occasional on-call weekend/holiday support coverage for support of severity 1 customer issues
• Hands-on development/implementation of Customer Success tools and workflow changes, including:
  • Requirements definition, specification, hands-on development and testing, and documentation
  • Salesforce.com workflow, field, and object customizations
  • Customer Success Portal technologies such as search, document delivery/access, knowledge base content management, case management, wikis, blogs, and forums
  • Customer Survey Tools
• Manage process and technology improvement projects including:
  • Identifying and recommending process and technology changes
  • Provide sufficient status to management on schedules, risks, roadblocks and dependencies
  • Coordinating with product management, publications, development and quality assurance teams to implement enhancements to ensure customer success
• Measure process and team success through the development of critical metrics and establishment of goals
• Training and mentoring Customer Success staff 

Secondary Functions

• Provide architectural direction for customer facing systems implementation
• Conduct vendor evaluations and facilitate buy vs. build decisions
• Occasional contribution to documentation and product quality reviews 

Knowledge, Skills & Abilities

• Proven track record of defining and implementing successful technical support processes and tools
• 3 - 5 years technical experience with web-based enterprise business applications, J2EE technologies, and Operating systems such as Windows/Linux/Unix/AIX etc.
• 3+ years experience working directly with customers in a support or professional services capacity
• 2+ years of project lead/management experience
• Experience implementing workflows and processes within Salesforce.com
• 1+ years experience driving technical and geographically distributed teams
• Experience with the configuration of various J2EE application servers as well as relational database management systems a strong plus
• Experience deploying BI related software and building reports within BI related software a strong plus
• Experience with Web 2.0 collaboration and knowledge management tools and capabilities a plus
• Experience and understanding of Enterprise customer requirements, considerations, and limitations a plus 

Supervisory responsibilities

• Supervisory responsibilities of a global customer success engineering team
• Expected to act as a technical project and process improvement lead 

Success Factors

• Resourceful, fast learner
• Excellent problem determination and solving skills
• Excellent communication (verbal and written) and customer management skills
• Highly motivated, independent thinker with a drive to try and achieve new and great things and contribute to company success through the success of our customers
• Team player with the ability to work independently
• Ability to multi-task, effectively switch gears, and stay abreast of multiple issues, actions, and time-critical tasks.
• Detail oriented
• Self-starter

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If Interested:

Please email your resume to jobs@jaspersoft.com.

 

Post Edited by mgeise at 03/23/2010 04:24 PM