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Support Services Program Manager

Date: Jun 3, 2021

Location: All US, ME, US

Company: Veritas Prime

Support Services Program Manager

 

Job Summary:
The Support Services Program Manager will be tasked with maintaining current clients and growing our referrable customer base, keeping accurate correspondence records, meeting regularly with management, updating client details, developing customer service policies, management and development of client services managers and recommending different product options to clients. Your dedication to the needs of our clients will encourage client loyalty and enhance our organization’s growth through positive client-to-business engagement. The Support Services Program Manager will mentor and manage the current CSM staff ensuring the team oversees the client's requirements and fits into the existing enterprise architecture from a technical, business continuity, user experience and other company culture perspectives. This resource represents VP leadership and is responsible for building & managing strong client relationships. Provides module expertise on leading practices, design, functionality, configuration, and identifying risks. Responsible for conducting quality and solution checkpoints with CSMs.


Duties/Responsibilities:

  • Manage a growing team of client service managers to better understand the full potential of our offerings and act as a liaison between the client and our CSMs.
  • Provide regular updates to clients on campaigns that directly affect each client.
  • Responsible for ensuring performance and results of team(s), develops and implements operating procedures to measure team efficiency and effectiveness
  • Encourage revenue growth by inspiring clients to purchase additional services and features.
  • Handle escalations and issues both internally and externally
  • Provides oversight, direction, and leadership to single or multi-functional teams performing activities related to monitoring of systems, applications, and infrastructure, and incident management for clients.
  • Performs other duties as assigned.
     

Required Skills/Abilities:

  • Bachelor’s Degree in a Business or related field required (Prefer MIS)
  • 5+ years in a customer service role
  • 3+ years in a management position preferred
  • Strong Communication skills and Time Management Skills
  • Risk Identification & management
     

Technical Skills:

  • Certified in EC or another module; Prefer certifications in multiple modules.
  • Understands SuccessFactors data models, integration technologies, data conversion strategy & concepts
  • Experience as a systems admin supporting SuccessFactors.
  • Preferred experience with the following SuccessFactors modules – Recruiting, Onboarding, Compensation, Learning, Succession & Performance Management, Payroll, Time & Attendance, Benefits, Employee Service Center
  • Other tools (Smartsheet, Projector, Excel, ticketing/helpdesk tools and PowerPoint)
     

 


Job Segment: Program Manager, Manager, Payroll, Information Technology, IT Architecture, Management, Finance, Technology