Senior Customer Service Program Manager-ARB000323
OPCO Description
Arbor Networks is a leading provider of network security and monitoring solutions for global networks. Its customers include over 70 percent of the world’s ISPs and many large enterprises. Arbor solutions deliver best-in-class network security and visibility, along with the power to improve profitability by deploying differentiated, revenue-generating secure services. By employing flow-based and deep packet inspection (DPI) technologies, Arbor solutions measure and protect the entire network — from the service provider core to the broadband edge.
Arbor Network is an equal opportunity employer and affirmatively seeks diversity in its workforce. Arbor Network recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. Equal Opportunity Employer. M/F/D/V
Description
To apply, please go to: http://jobs.danaher.com/
JOB DUTIES AND RESPONSIBILITIES:
The Senior Customer Service Program Manager relies on experience and judgment to plan and perform a variety of complicated tasks in which a wide degree of creativity and latitude is necessary. Specifically, The Senior Customer Service Program Manager position is responsible for providing business-level leadership internally and externally to facilitate the delivery of world-class services and support to Arbor’s global customer base.
These responsibilities include:
· Provide additional Arbor Support leadership on real time customer escalation calls.
· Work with Arbor Technical Support management to chair customer calls to drive issue resolution/process improvement.
· Managing global Customer Service partners, and ensuring they are adhering to SLAs and meeting expectations
· Reviewing and Drafting contract language for agreements with Arbor’s partners and vendors
· Drafting Statements of Work for Arbor professional service engagements
· Managing Arbor’s Global Services vendor partners, and ensuring they are meeting expectations and delivering on contractual expectations
· Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues.
· Manage Arbor Customer Survey process; review results and coordinate customer outreach.
· Providing feedback from customers to product management and engineering teams to facilitate continuous process improvement.
· May be required to provide off-hours leadership occasionally to cover for vacations, sickness..etc of service management
· Actively Participating in customer quarterly Operations review meetings and other adhoc customer meetings as needed.
· Creating and Delivering customer Operations Reviews presentations, consisting of detailed case metrics, measures against SLAs, and improvement criteria
· Provide management for key Arbor Support Systems; including CRM, Knowledge Base, Customer Web Portal.
Qualifications
Experience and Educational Requirements
The position of Senior Customer Service Program Manager requires:
· 8-12 years experience in a customer service program management role
· Bachelors Degree and 8+ years experience in customer service functions with a fundamental understanding of telecom network and routing environments.
· Advanced customer service background with demonstrable experience in managing demanding customers and critical situations
· Prior Management Experience in technical customer service environment desired.
· Advanced written and verbal communication skills with demonstrable experience leading conference bridges (of internal and customer participants)
· Ability to excel in critical and high visibility customer situations
· Understanding of networking skills such as routing, switching, IP networking.
· Strong data mining and analytical skills
· Commitment to Continuous Improvement
Work Environment
This job is primarily performed in an office or lab environment, but may require work in production and engineering areas, or on-site at a customer's or partner's facility.
Special Tools Required
There are no special tools required for this job.
Safety Requirements
There are no safety requirements associated with the primary duties of this job. When performing additional duties in other areas of the company, any safety procedures for those areas apply.
To apply, please go to: http://jobs.danaher.com/
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher’s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher’s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Arbor Networks
Job Function: Technical Service
Primary Location: North America-United States-MA-Chelmsford
Other Locations: North America-United States-MI-Ann Arbor
Schedule: Full-time
OPCO Description
Arbor Networks is a leading provider of network security and monitoring solutions for global networks. Its customers include over 70 percent of the world’s ISPs and many large enterprises. Arbor solutions deliver best-in-class network security and visibility, along with the power to improve profitability by deploying differentiated, revenue-generating secure services. By employing flow-based and deep packet inspection (DPI) technologies, Arbor solutions measure and protect the entire network — from the service provider core to the broadband edge.
Arbor Network is an equal opportunity employer and affirmatively seeks diversity in its workforce. Arbor Network recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. Equal Opportunity Employer. M/F/D/V
Description
To apply, please go to: http://jobs.danaher.com/
JOB DUTIES AND RESPONSIBILITIES:
The Senior Customer Service Program Manager relies on experience and judgment to plan and perform a variety of complicated tasks in which a wide degree of creativity and latitude is necessary. Specifically, The Senior Customer Service Program Manager position is responsible for providing business-level leadership internally and externally to facilitate the delivery of world-class services and support to Arbor’s global customer base.
These responsibilities include:
· Provide additional Arbor Support leadership on real time customer escalation calls.
· Work with Arbor Technical Support management to chair customer calls to drive issue resolution/process improvement.
· Managing global Customer Service partners, and ensuring they are adhering to SLAs and meeting expectations
· Reviewing and Drafting contract language for agreements with Arbor’s partners and vendors
· Drafting Statements of Work for Arbor professional service engagements
· Managing Arbor’s Global Services vendor partners, and ensuring they are meeting expectations and delivering on contractual expectations
· Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues.
· Manage Arbor Customer Survey process; review results and coordinate customer outreach.
· Providing feedback from customers to product management and engineering teams to facilitate continuous process improvement.
· May be required to provide off-hours leadership occasionally to cover for vacations, sickness..etc of service management
· Actively Participating in customer quarterly Operations review meetings and other adhoc customer meetings as needed.
· Creating and Delivering customer Operations Reviews presentations, consisting of detailed case metrics, measures against SLAs, and improvement criteria
· Provide management for key Arbor Support Systems; including CRM, Knowledge Base, Customer Web Portal.
Qualifications
Experience and Educational Requirements
The position of Senior Customer Service Program Manager requires:
· 8-12 years experience in a customer service program management role
· Bachelors Degree and 8+ years experience in customer service functions with a fundamental understanding of telecom network and routing environments.
· Advanced customer service background with demonstrable experience in managing demanding customers and critical situations
· Prior Management Experience in technical customer service environment desired.
· Advanced written and verbal communication skills with demonstrable experience leading conference bridges (of internal and customer participants)
· Ability to excel in critical and high visibility customer situations
· Understanding of networking skills such as routing, switching, IP networking.
· Strong data mining and analytical skills
· Commitment to Continuous Improvement
Work Environment
This job is primarily performed in an office or lab environment, but may require work in production and engineering areas, or on-site at a customer's or partner's facility.
Special Tools Required
There are no special tools required for this job.
Safety Requirements
There are no safety requirements associated with the primary duties of this job. When performing additional duties in other areas of the company, any safety procedures for those areas apply.
To apply, please go to: http://jobs.danaher.com/
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher’s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher’s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Arbor Networks
Job Function: Technical Service
Primary Location: North America-United States-MA-Chelmsford
Other Locations: North America-United States-MI-Ann Arbor
Schedule: Full-time