Client Services Group

Director, Client Services Group, Rancho Cordova, CA

Director, High Touch Services, San Jose, CA

Manager, Strategic Client Service Group, Rancho Cordova, CA

Director, Client Services Group

Location: Rancho Cordova, CA
Job Number: 2156

This key position in the company will set strategy for and implement management of WebEx's customer base to minimize customer churn, maximize customer base adoption , revenue growth and provide to the highest levels of customer satisfaction.

Overall Responsibilities

Establish key metrics to manage the installed customer base to exceed customer churn targets, revenue expansion and customer satisfaction targets.

• Work cross functionally with Sales, Customer Care, Finance and Marketing to establish/enhance procedures, systems, best practies and programs to exceed targets for all customers worldwide
• Provide strategic partners with tools and knowledge transfer to also succeed in matching success for similar targets
• Develop a model for the customer base to drive, anticipate and predict success against these targets
• This position reports directly to the VP of Customer Care

Desired Qualifications and Experience:

• Proven track record of success in building and leading Client Services/ Account Management organizations within a service based organization with corporate customers ranging from small businesses to global enterprise accounts
• Demonstration of measurable impact in reducing customer/revenue churn, contributing to revenue growth from the base and improved customer satisfaction
• Ability to work in cross-functional environment to achieve success for all targets within budget and maintain success on a highly scalable level
• Managed corporate customer base in excess of 20,000 with rapid quarter-to-quarter growth of new accounts
• Must have previous experience in leading and overseeing an installed based service oriented customer/account management team

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Director, High Touch Services

Location: San Jose, CA
Job Number: 2197

This position is responsible for developing value added people based programs and services. Reporting to the VP of customer care, this is a critical position at webex, as it will drive programs that enable customer adoption, increased customer satisfaction, improved operational efficiencies and expanded service offerings. This position requires solid program and project management experience, with a background in driving marketing related projects.

Overall Responsibilities

• Develop High Value, Premium Services roadmap, including pricing, packaging, messaging and training.
• Manage dynamic programs and projects, keeping to schedule and delivering on tight timelines
• Work cross functionally with Sales, Customer Care, Finance and Marketing to establish/enhance procedures, systems, best practices and programs to exceed targets for all customers worldwide.
• Work closely with Strategic partners, outsource vendors and internal teams to drive key initiatives and deliver measurable results.
• Responsible for departmental budget, expenses, revenue and compensation
• This position reports directly to the VP of Customer Care.

Desired Qualifications and Experience:

• Proven track record of success in building and leading Value add services efforts within a global corporation. People services, consulting and value add services experience is key.
• Demonstration of measurable impact in delivering revenue driving programs, improving cost effectiveness and increasing service levels and customer satisfaction.
• Ability to work in cross-functional environment to achieve success for all targets within budget and maintain success on a highly scalable level.
• Services marketing experience, developing compressive plans and execution roadmaps.
• Must have previous experience in leading and overseeing dedicated and cross functional teams
• Previous company experience in Hosting, Cellular or Communications Services a plus. Experience in services operations/outsourcing preferred

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Manager, Strategic Client Service Group

Location: Rancho Cordova, CA
Job Number: 2263

Job Description

Responsible for development of team strategy and management of the on going operations of the Client Services Group (CSG) based in San Jose or Sacramento. The CSG Manager will define key success indicators and develop plans to meet those key objectives. The CSG Manager will be responsible for the recruiting, training and development of CSG team .The CSG Manager will be responsible for developing and implementing processes to manage the day to day operations of the team and the development of tools for reporting team results. The CSG Manager will be part of the CSG management team responsible for the retention, adoption and overall satisfaction of the WebEx customer base. 

• Recruitment of candidates for CSG. In particular frontline team members and team leads. Identifying appropriate skill sets required to be successful in the position, i.e. account management, relationship building and project management. High client exposure, mid-level to executive customer service/customer support experience   
• Training and development of team members in account deployment, up selling and cross-selling, account management, customer retention/growth
• Responsible for overall team objectives for retention, usage and overall customer satisfaction
• Escalation point for customer issues with the WebEx suite of products
• Strategic and tactical development responsibilities for the overall success of the team against set goals and objectives
• Foster and facilitate inter-departmental communications with sales, engineering, and account managers

Desired Qualifications and Experience:

• Bachelors degree
• Three years or more of experience in managing mid-sized teams of account managers who focus on service excellence /revenue growth
• Program/project management expertise within a software/telecom company to external and internal clients
• Strong analytical skills
• Strong verbal and written communications skills.
• Ability to solve problems and deal with a variety of complex issues in situations where limited standardization exists
• Strong team player who can coach and mentor
• Customer service focused with a passion for delighting customers.

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