Customer Care
Business Analyst - Customer Care Operations, San Jose, CA
Client Service Manager - Strategic Accounts, Rancho Cordova, CA
Corporate Support Team Client Services Representative - Campaign, Rancho Cordova, CA
Corporate Support Team Client Services Representative - Inbound, Rancho Cordova, CA
Corporate Support Team Client Services Representative - Retention, Rancho Cordova, CA
Manager, Strategic Client Service Group, Rancho Cordova, CA
Manager, Training Development, Customer Care, Rancho Cordova, CA
Services Marketing Manager, San Jose, CA
Telco Account Manager, San Jose, CA
Business Analyst - Customer Care Operations
Location: San Jose, CA
Job Number: 2247
This position is responsible for a wide range of programs and measurements that cover the entire scope of operations in the customer care group. In this role, the analyst is responsible for developing business critical measurements, implementing tracking and reporting processes and providing analysis of key business trends. In addition, this role will be responsible for tracking key business metrics that are used as internal business goals and incentives. (Comp plans) The ideal candidate will have experience building programs from scratch, ideally in a service organization. This person will work with the IS team to ramp up next generation reporting capabilities and work with the teams to fully utilize the existing and future tools.
Overall Responsibilities
- Develop business trends reports, tools and metrics
- Produce management dashboards and presentations
- Manage key business objectives and metrics driven compensation programs
- Develop ROI reporting for internal programs
- Develop requirements for improvements in tools and internal (back office systems)
Desired Qualifications and Experience:
- High level Excel experience
- Crystal reports, oracle discoverer
- Excellent communicator
- Data warehouse and trending tools experience
- Data mining tools experience
Client Service Manager - Strategic Accounts
Location: Rancho Cordova, CA
Job Number: 2263
Develops and maintains client opportunities and relationship programs designed to increase adoption of product within existing client base. Provides customer service to affluent professional customers in order to increase client satisfaction and portfolio growth. Educates client on new products or services that may enhance relationship with the client or fulfill the client's short- and long-term tele conferencing needs. Interacts with customer and functional organizations to develop specifications for Training. Usually involves extensive interaction with sales, systems engineering, product development and other members of cross-functional teams focused on the delivery of new or existing products to clients. Plans and directs schedules and budgets. Monitors the project from initiation through delivery.
Responsibilities
- Owns deployment and client acceptance of enterprise Products and Services, or system integration project or engagement.
- Provides day-to-day activities between client and company personnel.
- Ensures customer satisfaction of information technology solutions by managing the details of overall project schedules and deliverables.
- Typically uses more project management skills than technical skills.
- Responsible for training customer on product and services as well as educating the customer on all available services within our Training Department
- Organizes the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraints.
Requirements
- 5+ years of successful strategic customer account management and development within the service industry, with particular emphasis in large account management to a Fortune 500 customer base.
- Proven ability to deliver a high degree of customer satisfaction through the effective implementation of services, as well as successful in scoping additional services opportunities through effective base penetration and client growth.
- Leading large cross-functional teams through both direct-line and matrix management approaches for a Fortune 500 customer base (1 to 120 clients).
- Prioritizing and driving multiple, complex objectives on both a single client and strategic client base as a whole.
- A wide degree of creativity and latitude is expected.
- May lead and direct the work of others.
- 4-year college degree preferred.
Corporate Support Team Client Services Representative - Campaign
Location: Rancho Cordova, CA
Job Number: 2284
The Campaign Client Services Representative for the Corporate Support Team (CST) will be a member of the group responsible proactive outbound customer communication. This includes phone calls, e-mails and written correspondence. Focus is placed on driving the training, adoption, retention and satisfaction of our clients WebEx service. The Campaign Client Services Representative will also work very closely with various interdepartmental teams, including Retention, Inbound and Sales, to define additional ways to increase revenue opportunities within the customer base. The key objectives are to ensure overall customer satisfaction and retention, while increasing the usage and revenue.
Primary Responsibilities
Responsible for calling and e-mailing into an imbedded customer base with campaigns aimed at driving the training, adoption, retention and satisfaction of our clients WebEx service. Demonstrate effective communication skills to successfully present a message in an upbeat, positive and friendly manner. Also, to be able to answer questions, address concerns, uncover opportunities for base penetration and increased customer base growth.
Overall Responsibilities
- Meet and / or exceed quarterly objectives: minimum number of calls made daily/weekly (will vary depending upon campaign).
- Retain existing customers within a defined account base while increasing usage levels in account base. This is achieved through continued education, entrenchment and penetration of various contact levels of a customer organization.
- Successfully maintain extensive interaction with various members of cross-functional teams to ensure focus and delivery of services and solutions.
- Exhibit leadership by providing suggestions for improving processes and the approach in managing customers.
Desired Qualifications and Experience:
- 4-year college degree.
- 4+ years of customer service and/or call center (both inbound and outbound) experience within a service industry. Proven ability to deliver a high degree of customer satisfaction of a base of clients through the effective proactive support of services, as well as successful in scoping and delivering additional services opportunities through effective base penetration and client growth (via self and/or through sales organizations).
- Excellent oral and written communication skills. With the proven ability to effectively present and communicate to all levels of an organization, including senior management levels.
- Preferred communications or hi-tech post sales customer service or account management background. Web industry knowledge/background a plus.
Supervision:
- Must possess the ability to manage day-to-day work with minimal supervision.
- Well organized and articulate; must be able to execute effectively after receiving general instructions for new assignments.
- Ability to achieve objectives in a dynamic and interrupt-driven environment.
Corporate Support Team Client Services Representative - Inbound
Location: Rancho Cordova, CA
Job Number: 2286
The Inbound Client Services Representative for the Corporate Support Team (CST) will be a member of the group responsible handling all incoming customer communication. This includes phone calls, e-mails and written correspondence. Focus is placed on providing customers with world call service and support through one call resolution and minimal ACD wait times. The Inbound Client Services Representative will also work very closely with various interdepartmental teams, including Retention, Campaign and Sales, to define additional ways to increase revenue opportunities within the customer base. The key objectives are to ensure overall customer satisfaction and retention, while increasing the usage and revenue.
Primary Responsibilities
Responsible for answering all incoming phone calls to through the ACD line and responding to internal and external e-mails within the predefined service levels. Demonstrate effective communication skills to successfully answer questions, address concerns, uncover opportunities for base penetration and increased customer base growth.
Overall Responsibilities
- Meet and / or exceed quarterly objectives: ACD call center metrics including, average speed to answer, abandon rate and number of calls handled. Retain existing customers within a defined account base while increasing usage levels in account base. This is achieved through continued education, entrenchment and penetration of various contact levels of a customer organization.
- Successfully maintain extensive interaction with various members of cross-functional teams to ensure focus and delivery of services and solutions.
- Exhibit leadership by providing suggestions for improving processes and the approach in managing customers.
Desired Qualifications and Experience:
- 4-year college degree.
- 4+ years of customer service and/or call center experience within a service industry. Proven ability to deliver a high degree of customer satisfaction of a base of clients through the effective reactive and proactive support of services, as well as successful in scoping and delivering additional services opportunities through effective base penetration and client growth (via self and/or through sales organizations).
- Excellent oral and written communication skills. With the proven ability to effectively present and communicate to all levels of an organization, including senior management levels.
- Preferred communications or hi-tech post sales customer service or account management background. Web industry knowledge/background a plus.
Supervision:
- Must possess the ability to manage day-to-day work with minimal supervision.
- Well organized and articulate; must be able to execute effectively after receiving general instructions for new assignments.
- Ability to achieve objectives in a dynamic and interrupt-driven environment.
Corporate Support Team Client Services Representative - Retention
Location: Rancho Cordova, CA
Job Number: 2262
The Retention Client Services Representative for the Corporate Support Team (CST) will be a member of the group responsible retaining the business of clients who have submitted a request for cancellation. They will work with the customer to understand their issues or concerns, and negotiate win-win resolutions to retain the clients business. The Retention Client Services Representative will also work very closely with various interdepartmental teams, including Campaign, Inbound and Sales, to define additional ways to increase revenue opportunities within the customer base. The key objectives are to ensure overall customer satisfaction and retention, while increasing the usage and revenue.
Primary Responsibilities
Responsible for calling and e-mailing into an imbedded customer base with strategies aimed at driving the retention and satisfaction of our clients WebEx service. Demonstrate effective communication skills to successfully present a message in an upbeat, positive and friendly manner. Also, to be able to answer questions, address concerns, negotiate win-win solutions, uncover opportunities for base penetration and increased customer base growth.
Overall Responsibilities
- Meet and / or exceed quarterly objectives: Retain existing customers within a defined account base while increasing usage levels in account base. This is achieved through continued education, entrenchment and penetration of various contact levels of a customer organization.
- Negotiating changes and adjustments to clients contracts, terms and conditions.
- Successfully maintain extensive interaction with various members of cross-functional teams to ensure focus and delivery of services and solutions.
- Exhibit leadership by providing suggestions for improving processes and the approach in managing customers.
Desired Qualifications and Experience:
- 4-year college degree.
- 4+ years of customer service and/or call center experience within a service industry, with special emphasis on customer retention.
- Proven ability to deliver a high degree of customer satisfaction of a base of clients through the effective proactive support of services, as well as successful in scoping and delivering additional services opportunities through effective base penetration and client growth (via self and/or through sales organizations).
- Excellent oral and written communication skills. With the proven ability to effectively present and communicate to all levels of an organization, including senior management levels.
- Preferred communications or hi-tech post sales customer service or account management background. Web industry knowledge/background a plus.
Supervision:
- Must possess the ability to manage day-to-day work with minimal supervision.
- Well organized and articulate; must be able to execute effectively after receiving general instructions for new assignments.
- Ability to achieve objectives in a dynamic and interrupt-driven environment.
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.
Overall Responsibilities:
- 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.
Manager, Training Development, Customer Care
Location: Rancho Cordova, CA
Job Number: 2271
The Training Development Manager is responsible for the managing the design and delivery of instructional materials that are used to educate WebEx customers on the use of WebEx in their environment. This person will manage a team of instructor-led course developers, web-based training developers and editors in the successful introduction of these offerings. The training development manager will work closely with the training delivery team and instructional design specialists to ensure that all materials meet WebEx standards for implementation. They will be expected to track course requirements against service delivery schedules to ensure on-time delivery of materials for all service releases, and will work with marketing and the client services team on providing other materials as needed to introduce and/or expand the awareness of WebEx into the customer environment. Additionally, this person will be responsible for the adherence to the WebEx training services lifecycle, and will work to evolve this process as needed to continue to meet business requirements.
The Training Development Manager must have demonstrated experience in instructional design and training delivery processes, adult learning theory and training needs assessment, and 5+ years experience managing a multi-disciplined team in a fast paced, dynamic technology environment. n
Overall Responsibilities
- Provide leadership to staff in the form of coaching and skills development for instructional design and development of materials
- Attend weekly product status meeting, providing status on current development activities as well as determining and prioritizing upcoming requirements. Establish and maintain a communications vehicle with product marketing team for service roadmap updates.
- Drive updates and implementation of enhancements to the lifecycle process
- Work with instructional design strategists to develop, and drive implementation of all WebEx customer learning materials and programs for all services
- Maintain development calendar of all departmental activities, including measurement for on time delivery of course materials
- Set and measure performance objectives for all team members, providing developmental goals and working with staff in the achievement of them
- Work with Training Delivery team on course handoff processes to ensure a smooth transition between development and delivery.
- Understand WebEx customer satisfaction objectives, and work with the leadership team to drive improvements
Desired Qualifications and Experience:
- 3-5 years experience in technical courseware development and training delivery in a software development environment
- Demonstrated skills in coaching and team development
- A minimum of 3 years experience designing and evaluating Performance-based instructional materials
- 5+ years direct management experience with a multi-disciplined team
- Experience with production tools: Adobe FrameMaker, Microsoft PowerPoint, Microsoft Word, Microsoft Excel, Visio, Performance-based evaluation software, familiarity with Dreamweaver, Flash, html
- BA or equivalent work experience
Services Marketing Manager
Location: San Jose, CA
Job Number: 2249
Webex Communications Inc is seeking an experienced Services Marketing Manager to be responsible for marketing strategies and programs targeted towards current and future customers. The role is outbound focused and will handle go-to-market strategies, messaging, marketing programs, sales support materials & training. The Services Marketing Manager will work closely with, Customer Care, Sales and Product Marketing teams to develop and deliver Service related marketing programs.
The role is both strategic and highly tactical and requires a flexible and highly adaptive approach to ramp-up conditions. The position requires exceptional collaborative, teaming and consensus building abilities, as well as proficiency in cross-discipline, cross-divisional and cross-product group cooperation.
Overall Responsibilities:
- Developing Packaging, Pricing, Product roadmaps and promotions services outside the meeting experience
- Develop market strategy for post sales, high touch people services
- Develop messaging and training for customer facing organizations
- Build integrated marketing programs to increase key business drivers and revenue from new and existing programs
- Oversee and track key measurements and results for analysis
- Coordinate and conduct training for customer facing organizations
- Build messaging platforms for web, email and print materials.
- Minimum of 5+ years of product marketing experience in a software or service applications company with 8+ years of work experience in technology. Telecommunication Services background REQUIRED. Audio, Video, managed services experience a plus.
- Demonstrated ability to contribute strategic level thinking and influence direction
- Demonstrated experience creating and executing detailed marketing plans that drive sales and revenue
- Demonstrated leadership and team-building skills to create shared visions and accomplish team goals
- Strong organizational and attention to detail skills.
- Experience developing and delivering outbound product messages independently.
- Experience working on multiple products and services simultaneously.
- Exceptional written and verbal skills.
- Degree in Marketing or Business or Engineering
- Technical Product Management perspective is a plus
Telco Account Manager
Location: San Jose, CA
Job Number: 2277/78
This position is responsible for account relationship management and growing opportunities within the assigned telco sales channel. The position calls on the telco and helps drive and ramp sales by developing revenue opportunities, leveraging all of the resources available. This position provides technical, program and sales support to the partner by coordinating the WebEx team to deliver strategic programs designed to make WebEx the dominate web meeting provider and to increase revenues quarter over quarter. This position provides communications of the partner's strategic initiatives and organization to the WebEx team on a continuing basis. This position is assigned one or more targeted telco partners with assigned revenue growth.
Primary Responsibilities
- Manages the Telco partner accounts and sells the company's solutions through the assigned partner base.
- Calls on prospective partners, providing technical and administrative product information and demos, and appropriate pricing strategies be leveraging a cross functional WebEx team.
- Responsible for meeting assigned sales quotas.
- Owns the relationship with the partner.
- Responsible to meet assigned individual partner revenue goals.
- Responsible for Global Partner Account Management Programs for Americas based partners. This includes the communication and direction out to the channels teams in AP and EMEA.
- Responsible for driving engagement of assigned partners with Direct Sales as deemed appropriate.
- Engages Programs to leverage channels activity and growth into new accounts and strategic arenas. This includes Adoption and Certification Programs. If the telco account has not been assigned strategic resources the account manager should provide the support for sales.
- Identifies and develops Executive level relationships with Partner Accounts.
- Builds Partner Account Profile and Strategy. Drives the strategy and the vision through Programs and engagements.