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Customer Operations Manager
Location: Durham, NC, USA
Salary: $55,000 - $59,000 plus performance bonus
Job Type: Permanent, Full-Time

FISCAL are looking to hire an experienced Customer Operations Manager to lead on all post sales customer engagements. We are looking for applications from candidates who can demonstrate a blend of experience in Customer Service as well as Professional Services Management.

You’ll share our passion for excellence and thrive in an environment where you can make a personal difference to both individuals and organizations.  Your experience will enable you to articulate clearly and with confidence. You’ll be comfortable working with operational staff as well as delivering to Director Level in large corporates or public sector organizations.

We have enjoyed 6 years of growth and operate within a unique space in the world of finance analytics. We’re passionate about making a difference to our customers and empowering Accounts Payable teams to add value to their organisations. We invest in our staff and operate a fun, informal office where you will have the opportunity to develop your career.

The primary responsibilities of the role include:

  • Delivery of product training to end users of our finance analytics software
  • Conducting system and implementation reviews
  • Manage the post-sales customer success programme, including outbound calls/e-mails
  • Provision of inbound customer care with overall ownership of the customer enquiry
  • Liaise with the UK Customer Care Team for escalations and technical support calls
  • Act as the business operations contact for the US office. Liaising with the UK Operations Executive and/or Director of Customer Success to ensure the smooth running of the US office

Candidate profile:

Essential

  • Graduate, ideally with a business related degree
  • 5 years customer service / professional services management experience
  • High achiever who takes a proactive approach to personal & professional development
  • Attention to detail
  • Planning & organising

Desirable

  • Knowledge of Finance / Accounts Payable in large Corporates or Public Sector
  • CRM / ERP systems training
  • Business consulting for process or systems improvement
  • Advanced level PowerPoint

Attitude & Personal Qualities

  • Puts the customer first
  • Loves presenting/training
  • Communicates with passion and a heartfelt desire to make a personal difference
  • Listens and conveys empathy with the audience
  • Self-assured, confident in own area of expertise
  • Innovative, always looks for ways to improve
  • Capable of working with minimal supervision
  • Pro-active, develops new ideas and ways of working
  • Work ethic, works hard and appreciates the wider needs of the business

To apply, please send you CV along with a cover letter stating why you are specifically drawn to the role. We look forward to hearing from you. E-mail careers@fiscaltec.com

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