/* Customer Satisfaction Project Manager : */

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Libre means free, unbound. LibreDigital, the leader in digital publishing solutions, liberates your content by putting it online and into reading devices—wherever you and your customers want it to be—with security and flexibility.

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Customer Satisfaction Project Manager

LibreDigital, the leading developer of e-distribution and marketing technologies for publishers, is seeking to hire an experienced Customer Satisfaction Project Manager. The primary objective of this role is to maximize performance of all to deliver a superior experience for all our publishers to achieve top performance and deliver a seamless customer experience. This position will work to understand & solve complex functional situations by paying attention to the details of the tasks at hand and by breaking them down into smaller pieces. Identifies opportunities to improve efficiency while providing flawless transactions, services and products; manages monetary assets and other resources to optimize cost effectiveness.

If you apply, you MUST have the following:

• Experience implementing and running a SFDC support department
• Have experience running a support team for a software company, preferably SaaS.
• Have high energy and a passion for digital content.

Responsibilities:

• Create and maintain a continuous improvement and goal-oriented work environment that combines learning, achievement, recognition and exceeds daily Operational Metrics
• Provides leadership and partners with customers, partners & all facets of our company by closely monitoring center and employee performance management, identifying issues and working with local teams for recommended solutions
• Oversees and is responsible for all customer service results including quality, customer satisfaction and operational metrics
• Identifies, analyzes, develops and recommends plans for increased customer service performance with both local center and corporate teams
• Effectively communicates and develops our Service culture to all customers
• Participates in Quality calibration process with Quality to ensure consistent Service
• Constantly monitors and provides feedback to corporate on center issues and opportunities
• Regularly reviews customer service results with management, including the why’s and action plans to improve
• Participates in customer service strategic planning with management to ensure input of Contact Centers

Requirements:

• Extensive experience with customer service and contact center leadership
• Minimum 2 years of operations management experience in a dynamic customer service environment
• Working knowledge of contact center technologies – keeps current with emerging changes in contact center industry and technologies
• Must have great people skills and strong leadership experience
• Must have initiative, be a quick learner, detail oriented, possess excellent problem solving skills and must be able to work in a matrix remote environment
• Ability to effectively motivate teams individually and through others
• Flexibility to execute and multi-task in a fast-paced setting remote environment
• Strong interpersonal skills and demonstrated ability to work in a team environment
• Outstanding communication, presentation and collaboration skills
• Proficiency in Excel, PowerPoint, Word, Outlook and Salesforce.com
• Proven business, leadership and performance management skills
• BA or BS in Business or equivalent experience
• Travel and retail experience highly preferred but not required

Qualified applicants, please send your job-specific cover letter and resume to recruitingmgr@libredigital.com

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