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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Customer Support
Location: Mountain View, California, United States
Type: Permanent F/T
Closing Date: 2007-10-07
Sr. Mgr – Enterprise Customer Support
Position Summary:
To lead the global team chartered to provide VeriSign customers, partners, and
resellers with world class customer service on Enterprise Products, Unified
Authentication, MPKI Client, and VeriSign Identity Protection services. Deliver
the anti-phishing and counterfeiting service. 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 associated product
roadmaps, making prioritization and resource decisions that drive revenue and
improve customer satisfaction. You will direct all support functions with an
emphasis on improving customer satisfaction, gaining operational efficiencies,
and implementing best practices.
Responsibilities:
Manage the day to day, global, 7x24 operations of our Enterprise customer
support and our anti-phishing service
Supervise, mentor and develop a team of management personnel
Collaborate with cross functional teams responsible for developing product
roadmap strategies
Develop the strategy and business processes for current and future products and
services
Evaluates, recommends, implements and maintains customer service applications
and tools
Streamlines and automates processes that improve customer satisfaction and
drive operational efficiencies
Completes analysis of key customer performance and satisfaction measures and
reports results to corporate management
Stays abreast of competitive offerings and industry best practices
Works with product marketing to develop new service packages and Sales to
ensure revenue achievement.
Work with Sales to approve and negotiate specialized support contracts when
required
Qualifications:
Experience with industry standard call center technology
Knowledge of Windows Active Directory
Experience in developing Java, C/C++
Knowledge of HTML/XML/CGI and Web development
Knowledge of RDBMS/SQL and Oracle
Knowledge of Web Servers/Clients, VPN, Networking protocols and devices
Ability to work well both independently and as a team member
Candidate must successfully pass Background Check to achieve and maintain
trusted employee status
Continuously exhibit behavior and actions that conforms to and maintain
VeriSign's strict Tier 3 environment
Understanding of internet services, e-commerce, and website security
Excellent leadership and management skills with emphasis on mentoring,
motivating and driving a large team to success
Must be a proven team builder and passionate about customer successes, employee
satisfaction and continuous improvement
Demonstrated adherence to VeriSign’s Core Values: RAPID (Respect,
Accountability, Passion, Integrity and Drive)
Superior writing, communications, presentation and interpersonal skills required
Enthusiasms for problem solving and troubleshooting in order to address and
improve customer facing issues both internally and externally
Previous support management experience required
Bachelors degree or equivalent experience required
JOB REQUIREMENTS
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See Job Description
CONTACT
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Submit all resumes to pberi@verisign.com
VeriSign
Priti Beri
pberi@verisign.com
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SECURITYFOCUS JOBS
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