| Company: | Overture Networks, Inc.
Morrisville, NC |
| Job Location: |
Morrisville, NC (Wake County) |
| Employment Type: | Full Time |
| Department: | Customer Service |
Description: |
| We are seeking an experienced executive to lead the Overture Customer Service and Sales Engineering (SE) organizations. This position will be responsible for managing all day-to-day activities within the Customer Service and SE organizations, as well as for continuing to evolve their capabilities to differentiate Overture from our competition and meet our overall growth goals. The successful candidate should have a proven track record of results in leading Technical Assistance Center (TAC) and SE organizations, as well as a passion for serving customers. |
Duties: |
•Manage the day-to-day operations of the Overture TAC and SE organizations
•Interface with key customers and represent the company externally as needed
•Develop and track a set of metrics to measure TAC effectiveness and customer satisfaction
•Consistently review and analyze service offerings to ensure we are maximizing services revenues, and recommend changes as appropriate
•Act as the company lead for coordinating internal activities in response to major customer service issues
•Drive the evolution of our salesforce.com customer service portal to the next level
•Work closely with the sales team to ensure alignment of SE resources in support of Overture revenue growth goals
•Ensure that the technical capabilities of the Overture TAC and SE groups continue to develop and are maintained at a level that allows us to continue to differentiate ourselves through their performance
•Manage the group within an organizational expense budget
•Be a visible customer service champion within Overture
|
Qualifications: |
•10+ years of experience leading Customer Service (TAC) and/or SE groups
•Strong organizational and leadership skills
•Excellent written and verbal communications skills
•Self starter, hard working, dependable and responsible
•Strong technical understanding of telecommunications networking and Carrier Ethernet
•Prior start-up or young company experience preferred
•Ability to travel as needed
|
