Customer Communications Manager

Igneous Systems New York , NY 10007

Posted 3 weeks ago

Customer Communications Manager

Igneous creates a new approach to Unstructured Data Management that overcomes the modern challenge of file and object data at multi-petabyte scale. Deployable onsite, offsite, in any cloud, and for any protocol - our fully-managed service makes it simple to discover, protect, and move PB-scale data at blazing speeds. Data-centric organizations rely on Igneous Data-Management-as-a-Service to enable diverse workloads ranging from streaming media to curing cancer.

Description

The Customer Communication Manager (CCM) is responsible for both proactive and reactive monitoring and messaging for events or alerts which negatively impact Igneous services and customer experience. This role will act as an liaison to coordinate internal efforts and drive issue resolution and effective messaging for all issues that require customer contact or follow up. The CCM will also be responsible for developing, monitoring and reporting of trends and metrics to measure and improve platform stability, reliability and overall customer experience. The CCM will own all outbound customer messaging related to issues with the Igneous Service.

Primary Responsibilities:

  • Own messaging for customer issues and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.

  • Ensure customer issues are appropriately prioritized and resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.

  • Facilitate creation of tooling and documentation to improve customer experience from customer onboarding to steady state.

  • Lead improvements by identifying trends and customer issues and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.

  • Facilitate and report on Customer focused daily stand-ups to ensure appropriate visibility of key customer issues including issue status reporting, issue status activities, and resources.

  • Ability to translate technical concepts to peers, management, leadership and customers.

  • Support leadership in strategic, business, and operational planning

  • Coordinate upgrade/release activities for the Service Reliability Engineering Team

Requirements:

  • Minimum of 5 years' experience in Customer issue management and communication, and/or supervision

  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects

  • Proven track record of working collaboratively to improve the customer's experience

  • Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels

  • Ability to navigate complexity and create collaborative, cross-functional solutions

  • Strong communication, presentation, and relationship management skills

  • Able to translate complex issues in an understandable, organized way

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Manager Customer Experience Communications
New!

American Express

Posted Today

VIEW JOBS 4/26/2019 12:00:00 AM 2019-07-25T00:00 The Global Services Group – Communications Governance Team oversees the development and governance of clear, timely, authentic, and meaningful servicing communications that show our customers that American Express recognizes their needs and provides relevant solutions. To achieve this mission, the team works with business partners to craft high-quality communications which embody our Customer First principles, and maintain a controlled environment to ensure communications are delivered by expected deadlines. We aim to deliver these communications in the customer's channel of choice and ensure they are part of thoughtful and relevant customer journeys. Typical servicing communications reviewed by the team include letters, emails, web content, SMS, and FAQs. We are looking to fill this position with a well-rounded Manager who possesses exceptional written and verbal communication skills, strong attention to detail, and project and process management skills. As an integral part of the Customer Experience Communications Team, the optimal candidate will be equally passionate about communications and the customer experience in order to successfully: * Govern the end-to-end communications journey, principles and standards that ensure our communications are customer-first * Assist business partners with the development of customer-focused communication plans, including: letters, emails, web content, SMS, FAQs and other * Review, edit and approve servicing communications in the U.S. and International markets * Serve as the customer advocate by influencing the brand, voice, tone, organization and accuracy of servicing communications * Collaborate with business and compliance partners to develop optimal communications capabilities and content * Partner with technologies to build and send out customer communications. * Identify areas of opportunity to reduce manual efforts and implement best practices for team, partners and end users * Manage one direct report Key Requirements: * Exceptional written communication skills, with the ability to vary style by channel and audience * Customer focus, balanced with a rational business sense * Superior relationship management skills with the ability to influence change, yet maintain a positive rapport * Demonstrated thought leader, and creative problem solver * Affinity for collaboration with teammates and partners * Strong analytical, organizational and critical thinking skills * Ability to manage a range of projects and responsibilities simultaneously with strict deadlines * Ability to work autonomously Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. American Express New York NY

Customer Communications Manager

Igneous Systems