Client Services Operations Manager

US-CA-Milpitas
ID
2017-2265
Category
Customer Support, COGS
Type
Regular Full-Time

Job Summary

Aerohive is seeking a Client Services Operations Manager in our Milpitas, CA location to join our Client Services Team. You are a driven customer advocacy leader, someone who can plan, develop and execute complex technical programs to support and enhance our customers’ interactions. You understand enterprise class customers’ needs in both a public and private cloud environment and always lead by example.

Responsibilities

"What you will do..."

  • Enhance effectiveness and efficiency through technology;
    1. Salesforce.com – Service Cloud, Community, and SteelBrick/Renewals – System requirements, reporting, integrations, and training
    2. Knowledge Management – Requirements for portal integration
  • Manage the Client Services side of SFDC integration e.g., SteelBrick/Renewals and NetSuite, Service Cloud and NetSuite + HiveManager, Community and Marketing content
  • Lead the ongoing efforts to stream line Aerohive’s Customer Support capability
    1. Enhanced self-service thru the Community
    2. HiveManager based reporting and diagnostic capabilities
    3. Enhanced Support Channels such as Chat and Social Media
    4. Optimization of Salesforce.com
  • Lead measurement of the customer’s experience with Aerohive Client services
    1. Transaction and annual customer surveys
    2. Conduct regular follow up on negative responses (DSAT)
    3. Influence cross functional corrective action programs
  • Report on the effectiveness of the Aerohive Tech Center and Support Operations
    1. Define operational metrics for team
    2. Establish system for tracking metrics
  • Lead forums for effective out bound communications:
    1. Situation Room – Schedule, monitor, and follow up
    2. Customer Notifications – A focal point for customer updates
    3. HiveNation define a process for answering posts, monitor and report results
  • Monitor all customers escalations to assure rapid response and follow up as required by the appropriate owners
    1. Establish weekly and monthly reporting cadence

Qualifications

"Who you are..."

  • 5+ years’ experience in a Client Services, Support, or related function
  • Operational background in pre and post-sales cloud environments
  • Must have strong and broad Salesforce.com hands on experience and admin skills
  • A demonstrated passion for improving the customer’s experience
  • Project Management – Strong multi-tasking, analytical and process-oriented capabilities
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; technical emphasis is a plus

About the Company

Aerohive (NYSE: HIVE) enables our customers to simply and confidently connect to the information, applications, and insights they need to thrive. Our simple, scalable, and secure platform delivers mobility without limitations. For our customers worldwide, every access point is a starting point. Aerohive was founded in 2006 and is currently headquartered in Milpitas, CA. For more information, please visit www.aerohive.com, call us at 408-510-6100, follow us on Twitter @Aerohive, subscribe to our blog, join our community or become a fan on our Facebook page.

Aerohive Networks is proud to be an Equal Opportunity Employer.

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