Support Vendor Manager
3 semanas atrás
The Support Vendor Manager is a key role within our organization, responsible for driving Vendor Strategy, Enablement, and Delivery across our suite of products and services. This individual will own service metrics and operate monthly business reviews, ensuring seamless delivery of support to our customers and partners.
Key Responsibilities:
- Lead delivery operations with a vendor partner, responsible for a team of outsourced support experts who deliver proactive and reactive support to customers and partners
- Meet or exceed operational and team core support metrics including but not limited to Customer Experience, contractual Service Level, and Resolution
- Contribute to Vendor Quality Management Framework (QMF), standardizing, improving and measuring how we deliver an impactful, predictable, and repeatable support experience to our Customers while improving our Support Expert experience for our vendor partners
- Incorporate and adopt the use of data and automation as part of the support delivery processes and customer experience
- Leverage internal and external knowledge to resolve customers issues
- Partner with tools, supportability, readiness, and knowledge management fields to optimize and automate support processes to provide the best customer and partner support experience
- Partner with engineering and product management to handle critical situations and incidents proactively and reactively
- Partner with supportability to provide product feedback and carry the voice of customers and partners
- Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment
- Champion customer issues within the organization to build the best customer experience to define and build the way DocuSign delivers support
- Partner with Global internal teams (Sales, Billing, etc.) to drive resolution on behalf of the customer
- Be responsible for creating and maintaining Billing documentation
- Represent the team in cross functional Billing and Accounts Receivable projects
- Handle escalated and complex Billing scenarios for Direct and Digital Customers
- Act as Subject Matter Expert for all Billing and Accounts Receivable inquiries and Billing systems of record
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