Director of Enterprise Tech Support - Spectrum Reach

Spectrum Reach (www.spectrumreach.com) grows businesses of all sizes with custom, multiscreen advertising solutions, backed by the power of TV, data, innovation, community experts, and unforgettable creative.

Job Summary:
Responsible for operational aspects of Enterprise Customer Service and support. Assist in the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing / enhancing the performance of Spectrum Reach’s Tier 2 Application Support.

Major Duties and Responsibilities:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Serves as a Customer Support focal point for planning and implementation of Reach’s internal customer operations within Reach to improve satisfaction in all interactions
• Responsible for developing programs and initiatives that will yield high customer service ratings among Reach’s internal customers.
• Oversees and directs internal customer support operations to ensure that technical concerns are resolved in the most expeditious and efficient manner possible.
• Establishes policies and procedures that support the Reach product portfolio, serve to elevate the client experience and promote a winning culture, necessary customer service and promote good customer relations.
• Ensures that training resources and coaching opportunities are provided to maximize effectiveness of staff.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
• Liaises between cross functional departments sales, vendors, development, data and architecture to resolve inquiries.

Required Skills and Abilities:

• Ability to analyze and interpret data

• Ability to effectively communicate verbally and written

• Ability to communicate with all levels of reach employees and contractors, including presentation skills

• Ability to manage work flow, improve overall company effectiveness and productivity

• Ability to positively influence and persuade

• Ability to prioritize and organize effectively

• Ability to work independently

• Experience with large Application roll-outs and Change Management

• Experience with help desk ticketing systems

• Demonstrated project management skills

• Demonstrated ability to work with software vendors and development teams to advocate needs of customer community as supported by evidence.

• Effective analytical PC skills

• Advanced knowledge of media sales software suites (VAST/Showseeker, MediaOcean, Freewheel, etc.) Experience Administering of Salesforce.com Org of over 1k users

Preferred Work Related Experience:
Application Support, Call Center or Help Desk Management – 5 years

Education:
Bachelor's degree or equivalent experience in the field
CSU750 330684-3 330684BR