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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Customer Service
Location: Mountain View, California, United States
Type: Permanent F/T
Closing Date: 2007-04-23
Director of Authentication, Customer Service
Position Summary:
To lead the team chartered to provide VeriSign customers, partners and
resellers with world class customer service and authentication of SSL
certificates. You will also be an integral part of our Product Review Board
(consisting of other cross functional senior management members) which is
responsible for evaluating the SSL product roadmap, making prioritization and
resource decisions that drive revenue and improve customer satisfaction. You
will direct all authentication functions with an emphasis on improving customer
satisfaction, gaining operational efficiencies, meeting issuance goals, and
implementing best practices.
Responsibilities:
'Manage the day to day, operations of our Enterprise and Retail SSL
authentication processes on a global basis.
'Supervise, mentor and develop a team of management personnel
'Collaborate with cross functional teams responsible for developing product
roadmap strategies
'Contribute toward the strategy, direct team performance and drive results
supportive of the product strategy for the group
'Responsible for meeting bookings and operational targets for various business
lines
'Evaluates, recommends, implements and maintains authentication applications
and tools
'Streamlines and automates processes that improve customer satisfaction and
drive operational efficiencies
'Completes analysis of key customer measures and reports results to corporate
management
'Drives authentication policies, procedures and requirements within the
organization as well as participate in industry wide standards
'Maintain and direct compliance requirements and processes for internal and
external audit
'Stays abreast of competitive offerings and industry best practices
Responsible for managing the activities of a section or group responsible for
orders, returns, and/or servicing of company products. Through subordinate
supervisors or staff, sets group schedules and priorities to achieve optimum
efficiency and rapid turnaround. Serves as liaison with customers to resolve
problems and inquiries. Examines warranty claims. Trains and directs staff.
Assists upper management in the development of customer service policies and
their implementation. Requires extensive knowledge of company products and
services.
JOB REQUIREMENTS
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Qualifications:
'3-4 Years Operational management experience
'6 years Contact Centre management experience
'Excellent leadership and management skills with emphasis on mentoring,
motivating and driving a global team to success
'Must be a proven team builder and passionate about customer successes,
employee satisfaction and continuous improvement
'Enthusiasm for problem solving and troubleshooting in order to address and
improve customer facing issues both internally and externally
'Experience with industry standard call center technology
'Understanding of internet services, e-commerce, website security and
authentication practices
'Superior writing, communications, presentation and interpersonal skills
required
'Demonstrated adherence to VeriSign's Core Values: RAPID (Respect,
Accountability, Passion, Integrity and Drive)
'Bachelors degree or equivalent training in business required
CONTACT
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VeriSign, Inc.
Priti Beri
pberi@verisign.com
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SECURITYFOCUS JOBS
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