Interrelationships: Cultivate strong relationships with customers. Interact effectively with members of Sales & Marketing, Research and Development, Finance, HR, and other businesses within the Frontline Portfolio.
JOB DUTIES & RESPONSIBILITIES
Drive attainment of customer support KPIs by coaching, developing and managing support staff.
Drive attainment of professional service monthly/quarterly/annual revenue targets by coaching, developing, and managing PS staff.
Provide team leadership; set clear and measurable team goals and objectives; actively coach and mentor staff; hold staff accountable for meeting or exceeding cited goals and customer expectations.
Ensure clear communication and adherence to divisional processes and procedures.
Serve as a key point of escalation for customers to ensure concerns are consistently dealt with in a prompt, thorough and effective manner.
Assist with revenue management on all product lines which fall under the manager’s direct scope of responsibility.
Manage annual customer maintenance contracts; ensure project deliverables are met based on contract terms (may actually need to project manage new projects tied to v4 upgrade); identify billable activities performed by the team and drive a strong balance of revenue awareness and management in conjunction with excellent customer service.
Actively manage personnel issues including, but not limited to, hiring, preparation and delivery of mid-year and year-end staff performance evaluations, development of employee performance action plans, administration of corrective action and termination of under-performing staff, and development of growth plans to include annual score cards.
JOB REQUIREMENTS
Bachelor’s Degree or equivalent combination of education and experience.
Prior management experience with minimum staff size of 7-10 individuals, desired.
Financial forecasting required.
Project Management desired.
Successful track record of managing remote employees, desired.
Knowledge of municipal software applications (financial/billing/tax) REQUIRED.
Basic familiarity with relational database concepts and operating system terminology, strongly desired.
Must demonstrate decisive decision-making ability and strong problem solving skills.
Must demonstrate ability to effectively assess and analyze complex information, communicate outcomes in a clear and concise fashion, and execute decisions in an independent, effective manner while keeping focused on business objectives and customer and employee needs.
Excellent oral and written communication skills.
Ability to work in a collaborative and professional environment which emphasizes teamwork.
Demonstrated track record of effectively managing multiple assignments and projects within defined and challenging timelines.
