Director Of Customer Support RxLogix Corporation Princeton

Title Director Of Customer Support
Date 2020
Company RxLogix Corporation
City Princeton

Short Description :

Trends and identify areas of potential risk to senior management Develop and maintain Customer Support management system and policies to comply with applicable company, federal, and global regulatory requirements, including writing and revising standards, guidance, and procedures ,…

Full Description :

Summary:

is seeking to hire full time Director of Customer Support to lead and manage the Customer Support function. Please apply only if you are currently working or have recent experience in Customer Support for a software company and are interested to work for a multi-project growth oriented fast paced environment.

General Purpose: Primary responsibility of this person would be to plan and direct the day-to-day operations of Customer Support for all RxLogix Pharmaceutical clients for RxLogix software products. The individual will also be responsible for implementing strategic plans, supervising and training staff within the department, providing timely metrics internally and externally and interact with client management team.

Essential Duties & Responsibilities:

Leadership and General Management:

  • Lead and direct company’s customer support activities
  • Create metrics and KPIs to track success, and report to executive team periodically including CSAT, CSE
  • Interface with management and cross-functional staff to ensure proper review and training of products and product-related documentation as governed by the SOPs and Regulatory requirements.
  • Identify and implement best practices and methodologies such as ITIL for improving overall services operations and ensuring that the service level agreements are met.
  • Maintain current knowledge of existing and emerging product and other industry-related regulations and potential issues through appropriate conference attendance, association memberships and trade publications
  • Exercise administrative control over the personnel assigned to Customer Support (e.g. interviewing, training, orientation, salary reviews, performance appraisals, etc.), in conjunction with the Human Resources
  • Strengthen the Customer Support Department by contributing innovative ideas, expertise, knowledge, high professional standards, team spirit and pride in the company
  • Formulate of long and short-term operating budgets and other objectives of the Customer Support Department and ensure adherence
  • Lead setup and management of the Customer Support management system as the system owner
  • Publish, champion, and revise plans in partnership with all stakeholders.
  • Develop and present periodic reports describing Customer Support trends and identify areas of potential risk to senior management
  • Provide reports regularly to keep management informed about activities and progress on projects
  • Perform and assume other duties and responsibilities as may be required by the management
  • Work closely with the product development, DevOps and other IT teams (including QA) to contribute to and develop procedures, standards, operational controls, processes and communication paths for the monitoring and support of Managed Services Operations.

Customer Support Management System:

  • Develop and maintain Customer Support management system and policies to comply with applicable company, federal, and global regulatory requirements, including writing and revising standards, guidance, and procedures
  • Work with management and operations to ensure Customer Support policies are implemented to maximize operational efficiencies
  • Provide the direction and oversight necessary to ensure the completeness, timeliness, consistency, accuracy and security (including storage) of Customer Support tickets, records

Issue Resolution:

  • Have ability and hands on experience to be able to interact with the clients to troubleshoot and resolve critical/blocker product issues and concerns
  • Provide a supervisory hand to the support team to resolve issues when needed
  • Develop and maintain a knowledge base of the evolving products and services

Minimum Requirements:

  • Must have engineering degree
  • 10-15 years of experience in Information Systems with at least 5 years of leadership experience
  • Knowledge of JIRA
  • Support and Managed Services experience
  • Experience supervising an IT/Support staff
  • ITIL experience
  • Excellent management, organizational, customer service, communication (written and Oral) skills, interpersonal skills to interact with all levels of employees/executives and clients
  • Availability to work with offshore teams
  • Strong Project Management skills
  • PV Experience desired but not mandatory

Travel Expectations

  • 0-25%

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