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Manager, Product Support

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

2019003562
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Description

The Product Support Manager will develop, build and maintain strong partner relationships with "partners" both from a Technical Support and Management perspective. They will develop strong and capable technical support engineers to drive and achieve quality product support.

• Ensure effective use of cross-functional resources and understand how to use these resources and skill sets to execute plan and achieve results
• Develop communication cadence with both new and existing partners as well as with internal stakeholders
• Lead and develop team of TAMs to maintain Kronos leading customer support
• Manage and facilitate satisfactory resolutions to customer's support issues by identifying escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively
• Offer and implement creative solutions within technical support; Interface effectively with other Kronos departments in order to provide total customer satisfaction
• Utilize Salesforce Service Cloud call tracking system to manage daily operations
• Review support case reports detailing call center statistics to develop action plans and manage to key technical support metrics
• Measure Technical Account Manager productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management; Identify and resolve personnel issues constructively and quickly
• Prepare performance reviews and ratings for salary merit increases for assigned Technical Account Managers
• Participate in the interview and hiring process
• Must be willing to travel as well as participate in on-call rotation for management assistance in customer escalations that occur overnight and on week-ends; The typical rotation is every 3-4 weeks

Qualifications

• Excellent interpersonal, motivational, and managerial skills
• Ability to manage conflict situations constructively
• Professional communication skills, both written and verbal
• Experience preparing and writing proposals, policies, procedures, job descriptions, and schedules
• Demonstrated track record in identifying and deploying leading edge support solutions
• Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations
• Work independently without direct supervision and with minimal guidelines

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.