Manager of Finance Customer Support Experience
Manager of Finance Customer Support Experience
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Job Description
About the Opportunity
JOB SUMMARY
The Manager of Finance Customer Support Experience utilizes a deep understanding of customer needs strong leadership skills and a datadriven approach to lead efforts in delivering an exceptional customer experiences. Manage daily operations improve service quality and implement best practices to enhance customer satisfaction and team performance.
MINIMUM QUALIFICATIONS
Knowledge and skills required for this position are normally obtained through a Bachelors degree with three to five years of experience in customer support or service roles with 2 years in a leadership capacity.
- Strong ability to lead coach and inspire a team to meet and exceed performance goals.
- Excellent troubleshooting and conflictresolution skills.
- Excellent communication and interpersonal skills.
- Familiarity with customer support tools (e.g. Service Now)
- Deep understanding of customer needs and a commitment to delivering excellent service.
- Ability to work in a fastpaced environment and manage multiple priorities
KEY RESPONSIBILITIES & ACCOUNTABILITIES
1 Leadership and Development : Lead mentor and develop a team of customer experience specialists ensuring high performance and engagement. Foster a customerfirst culture.
Develop and implement strategies to improve the overall customer experience Develop and enforce customer service policies and procedures to improve response times and resolution effectiveness.
2 Technology & Tools Data Driven : Oversee the use of support tools (e.g. Service Now) and recommend upgrades or enhancements as needed. Stay current with Vendor partner technology road maps.
Track analyze and report on key customer support metrics. Continuously evaluate performance to identify opportunities for improvement in the customer experience
3 Customer Advocacy : Represent the voice of the customer internally and contribute to companywide initiatives to improve customer experience.
4 Training & Development: Develop support training programs to ensure the team is equipped with the knowledge and skills necessary to provide excellent customer support.
5 Collaboration: Work closely with primary Finance service delivery teams (Procure to Pay Treasury Budget Accounting) to relay customer feedback and drive product improvements.
Establish and maintain a network within Northeastern and beyond to share Customer Support best practices
Position Type
General AdministrationAdditional Information
Northeastern University considers factors such as candidate work experience education and skills when extending an offer.
Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical vision dental paid time off tuition assistance wellness & life retirement as well as commuting & transportation. Visit for more information.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race religion color national origin age sex sexual orientation disability status or any other characteristic protected by applicable law.
Compensation Grade/Pay Type:
108SExpected Hiring Range:
With the pay range(s) shown above the starting salary will depend on several factors which may include your education experience location knowledge and expertise and skills as well as a pay comparison to similarlysituated employees already in the role. Salary ranges are reviewed regularly and are subject to change.
Required Experience:
Manager
Employment Type
Full-Time
