Senior Manager, Global Product Support

Location: London / Hybrid OR Oslo / Hybrid

ROLE SUMMARY

Provide leadership to ensure that Trintech customers receive world-class service and that they receive timely, effective, and consistent support as we strive to make their usage of Trintech products as simple and as satisfying as possible.

Help develop, plan and implement programs and processes that results in the building of effective teams and drive continual improvement in our delivery of service to our customers.

WHAT YOU WILL DO

• Manage performance of Trintech Support operations to meet organizational goals, team KPI’s, and customer SLA’s.
• Provide guidance and leadership to Support managers, supervisors and staff, ensuring clarity around priorities and goals for their reporting organization.
• Work closely with the Director of Support to develop department strategy, meet budget guidelines, review team performance, and report results, and meet all organizational objectives. As a member of the senior department leadership team, provide input on organizational direction, define success, and take responsibility for achievement of department initiatives.
• Responsible for building effective support teams by creating and maintaining quality hiring and onboarding programs as well as creating a strong focus on staff training and personal development. Has final hiring authority over any position reporting up through them.
• Work closely with other Senior Managers of Global Support and Escalations to coordinate and develop processes for the flow of cases to the Global Escalation team. Work together to develop strategies for reducing customer escalations related to service and training. Act as a senior escalation point where managerial authority is needed.
• Continual evaluation of Frontline processes and procedures to seek improvement. Responsible for suggesting new methods to streamline operations through improved processes and additional technology.
• Work cross-functionally with SaaS Ops, Engineering, Professional Services, and Customer Success to react to changing business conditions, align for operational effectiveness and enhancement of the customer experience, and fully engage in projects requiring cross-functional participation as a senior representative of the Support organization.
• Create programs that promote and drive within Support a culture of excellence, pride in delivering an outstanding customer experience, and continual improvement.
• Remain current with contact center trends and best practices both externally and within Trintech’s industry and markets. Continually seek to leverage and apply new ideas and strategies to improve customer experience and team effectiveness.
• Ensure 24x7x365 support coverage is maintained globally.
• Other duties as assigned.

WHO YOU ARE

• A bachelor’s degree (or equivalent experience), and an advanced degree is a plus.
• 10+ years of related professional experience in Accounting, Finance, or Contact Center management.
• Deep commitment to growing leadership skills and enriching others through coaching and mentoring.
• Excellent communication skills and an ability to effectively collaborate with all levels of Accounting and
  IT Leadership both internally and externally.
• Results oriented with exceptional attention to detail and organization.
• Strong analytical and problem-solving skills.
• Advanced skills with Microsoft Excel, PowerPoint, and Word.