WorkWave™

VP, Services

US-NJ-Holmdel
3 weeks ago
ID
2017-1266
# of Openings
1

Overview

We are looking for a smart, hard-working, motivated executive to lead the Customer Service aspects of our business. We view Services as a cornerstone of our success, going beyond metrics and process to focus on doing the right thing for our clients.  This is a key position tasked with the definition of and execution toward a best-in-class customer experience.

 

 

Customer Service is comprised of both Support and Success departments, including Customer Support Tiers 1 & 2, Premier and Technical Support, Onboarding and Training, Implementation, Solutions and Account Management.

Responsibilities

  • Oversee the strategy of our Customer Service and Satisfaction initiatives.
  • Provide leadership for our Customer Onboarding team to increase user adoption and client retention.  
  • Drive staff engagement by providing professional development and guidance to all levels of the support team.
  • Work closely with Product Development Team to identify opportunities for future product functionality and provide insight on customer experience as it pertains to road mapping.
  • Drive efficiency with Product Development teams in order to provide seamless resolution for customers’ requests.
  • Provide leadership on team evolution and resource allocation.
  • Oversee and refining processes within Salesforce to create efficiencies and cross departmental communication.

 

 

Key Initiatives include:

  • Defining processes and KPIs, and ensuring process adherence.
  • Defining Customer Success Management metrics and process for strategic accounts.
  • Customer training and self-support infrastructure to allow support plan tiers.
  • Scaling and defining support by customer tier.
  • Realizing the value of the Service Channel as a potential source of revenue.

Qualifications

You must have a minimum of a Bachelor’s degree and at least 10 years of experience in customer service management.  More specifically, we’d like to see evidence that you:

  • Have a solid grasp of customer service and ample experience developing client relationships, working with clients directly to find solutions.
  • Possess a "big picture" perspective of customer service, and its impact on revenue, retention, marketing, and our client’s success.
  • Demonstrate excellent presentation and communication skills with particular ability to adapt to your audience (client, vendor, team member), knowing how to blend compassion, respect and authority.

 

We value people who are smartpassionate and get things done.  Fit is the most important criteria for us when hiring. We can always find “good technicians” but finding “good technicians” who can succeed in our environment is absolutely critical. So, when we say “fit,” what does that mean to us? To “fit” at WorkWave you must be:

  • Intellectually Curious and Passionate: You love figuring out what the problem is and finding a way to fix it. You enjoy coming to work each day and have a positive energy that the organization can see and feel.
  • Empathetic and Respectful: You truly appreciate other’s perspectives. You put yourself in others shoes and go out of your way to ensure that all perspectives are heard and understood before decisions are taken.
  • Team Player: You’re willing to jump in and help whenever and wherever needed by the team. Your goal is to find ways to provide value rather than call attention to your individual performance.
  • Analytical: You use data as a guide in your decision-making. You’re able to understand what data is needed, to parse that data in ways that provide key insights and summarize it for the team so that it can be used to drive the intended decisions.
  • Get Things Done: Once you’ve determined the key elements of the problem, you solve it and figure out how to most effectively put that solution in place. You’re not afraid to roll up your sleeves, take responsibility and make things happen as an individual contributor but also know how to drive your team to do the same. Once you start them, you like to finish things, not just “checking the box” but making sure that they get done and done right.
  • Willing to Make Mistakes and Intellectually Honest When You Do: You are not afraid to make mistakes and, when you do, you admit them, learn from them and ensure they don’t get repeated in the future. Placing blame and spending time pointing fingers is not part of your DNA…learning enough to make sure we don’t repeat the mistake is.
  • Customer Centric:You have a strong empathy for the customer, wanting to deliver quality results to make customers raving fans.  You seek out knowledge to understand a situation before you start researching or development, ensuring the most accurate and effective results for the end user.

 

Why work for WorkWave?

Voted one of the Best Places to Work in New Jersey, WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas.  We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.  To do this, we focus on 3 simple things:  (1) Hiring and developing great people, (2) Building great products quickly and (3) Turning customers and employees into raving fans. We’re looking for individuals that are passionate about and can help us deliver on those 3 simple (but hard to achieve) tenets.

 

Work here...Wave hello to a job you’ll love! This position is based at our home office in the historic Bell Works complex located in Holmdel Township, New Jersey.

 

We offer a robust benefits package, including health and dental, paid time off, a 401k with company match and a great environment filled with energetic, fun, team oriented people.  Most importantly, at WorkWave, there IS such a thing as free lunch.  By bringing in lunch from local businesses Monday through Thursday for our entire NJ staff, we support local business and offer a great perk, all at the same time. On Fridays we encourage employees to take advantage of the hour lunch break away from their desks and explore what the Bell Works “Metro-Burb” has to offer!

 

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