Senior Manager, Global Support

Korn Ferry

About The Position

OPPORTUNITY TO ENHANCE YOUR CAREER - It’s about exceeding your potential. The Senior Manager works within the Global Support group as a player coach and will also provide telephone-based, email-based and web-based functional and technical support for customers, prospects, partners, internal colleagues and other professionals seeking assistance in the use of Korn Ferry products and other 3rd party technology. The Senior Manager works with other Korn Ferry Support and Technical support professionals to form a nucleus of highly proficient problem-solvers who are dedicated to delivering the highest quality support with the goal of increasing customer satisfaction. The Senior Manager acts as a resource of product knowledge and skill set in the provision of telephone, email, live chat and web-based support. This professional works with others, including customer technical support, technology, quality assurance, and development teams and their leaders to ensure problems are responded and accurately resolved in a timely manner. The Senior Manager must have a background in providing support, an attitude that fosters customer satisfaction, a "can do" frame of mind, and respond well to all manners of potentially difficult situations. This professional must deal well with people under all types of situations, remembering that the goal is to "solve the problem," while maintaining a positive perspective. The Senior Manager is responsible for the development and performance of members of his team.

Requirements

At least 6 years of relevant experience
At least 4 years of experience as a people Senior Manager in a corporate setting highly desired
Computer proficiency, specifically MS Office Suite and ideally a range of Applicant Tracking Systems and other recruitment technologies
Extensive experience with Salesforce Sales Cloud, along with current certifications in Sales Cloud, platform, and AI, is strongly preferred.
Proven ability in assisting with the installation and deployment of Salesforce managed packages.
Proven ability to lead UAT, manage deployments, and support go‑live activities.
Excellent planning and organizing skills; able to “juggle” responsibilities effectively in a high volume, fast-paced service environment
Excellent customer relationship skills
Must have excellent written and oral communication skills in English
Ability to communicate clearly, concisely and persuasively with clients and at all levels and across diverse cultures
Ability to analyze fairly complex data and develop sound recommendations and solutions
Experience using a customer case tracking system (Service Cloud and JIRA) is highly desired
Familiarity with SLA’s/SOW as it relates to our business
Understands Change Management techniques and can identify risks and risk mitigation strategies
Familiarity with Human Resource functions
Experience managing globally dispersed teams
Associates or bachelor’s degree in technical discipline or equivalent experience

Responsibilities

Create and/or facilitate training on technology and processes
Delivering of post go live stabilization and on-going support strategy and plans
Work cross-functionally with other colleagues/groups as needed
Write technical or functional information and contribute to the FAQ knowledge base
Identify and document product issues, enhancements, and requests in the appropriate tracking system
Escalate and resolve issues in a timely fashion while effectively communicating with all relevant stakeholders
Manage day-to-day client interaction
Develop and deliver client and management reporting
Facilitate regular meetings with internal and external stakeholders
Participate in the hiring, training, and retaining of other team members
Mentor to other team members
Conduct effective performance evaluations and help execute career development plans
Defining and communicating individual and team metrics, team scorecards, etc.
Proactively identify opportunities for improvement and make constructive suggestions for change, including proposed change management steps
Other duties as required by management