XPost: tor.jobs, ont.jobs   
   From: pce@magma.ca   
      
   Our Toronto client, an up and coming mover and shaker in their IT space is   
   looking for a Director of Customer Care.   
      
   If you have solid experience running high-tech customer care (no retail   
   please) then this might be the best opportunity to come along in a long   
   time.   
      
   The client is now up to 100 employees, is turning a profit and is getting   
   ready to grow to the next stage.  Formed 8 years ago with many product   
   releases under it's belt, they have a seasoned management team and a   
   progressive company path ahead of them with tons of awards under their belt.   
      
   Interested parties may contact Susan at pce@magma.ca for more information.   
   Please note that all inquiries will be contacted and that your resume will   
   be kept in the utmost confidence.  We never release information to anyone   
   without your prior consent and approval.   
      
   Regards,   
      
   Susan   
   613-234-0849   
   The nitty gritty of the position is as follows:   
      
   I am told that the person must be in Toronto.  Have solid experience running   
   high-tech customer care support departments for large enterprise clients.   
   They are in the securities space.  And must know how to build a 24/7   
   operation scaling it with people and process.   
      
    My client is interested in people thrive in business, who are high   
   motivation and low management (as in, they are competent), who brings strong   
   ideas to the table and can take the company to the next level.   
      
   The salary range for this position is between 90-120,000 salary plus a bonus   
   of between 10-20,000.  You would be joining a group of forward moving young   
   executives who have won many awards now for their products.   
      
      
   The Position:   
   Director of Customer Care   
   High Tech Executive   
      
   Full-time - Toronto   
      
   Ideal Candidate:   
   10-15 years experience   
      
   Responsibilities:   
   - manage a growing team of 10-15 people including Level 1-2 Support Staff +   
   Technical Account Managers.   
   - Manages, directs, reviews 24/7 support for all customers globally   
   - Acts in a leadership capacity on broad, complex, and mission critical   
   technical issues providing guidance and direction to clients, internal   
   departments and direct reports   
   - Work with the product development team to understand the research and   
   analysis of customer technical requirements   
   - Reviews an manages future architecture with technical departments to   
   understand requirements and trends that will impact client configurations   
   and satisfaction levels   
   - Experience with large enterprise accounts along with medium to small   
   customers.   
   - Documents activities and updates documentation as required.   
   - Informs the team on the use of new of enhanced company techniques,   
   methods, processes, and practices.   
   - Recommends changes to existing support process and handles all accelerated   
   customer technical issue resolution   
   - Performs senior level support to assure customer and client groups re:   
   mission critical solutions - client comfort re: "we are on it" re:  24/7   
   support   
   - Researches complex issues and circumstances and provides recommendations,   
   alternatives, and risk assessment.   
   - Develops methods and techniques to improve the process of delivering   
   solutions to customers.   
      
   Must Be: customer oriented, customer focused, empathetic to customer issues;   
   must understand global customer issues and be a true team player yet a   
   strong mentor/leader/manager with a hands on type of personality.   
      
   Requirements and education:   
      
   - University Degree +   
   - Director or Senior Manager with 10+ years of progressive experience and   
   understanding of networking products for enterprise accounts along with tier   
   2/3 customer issues for a 24/7 support team   
   - Travel is minimal   
   - Hours of operation are 24/7   
   - Take initiative to achieve value-added results, within scope of   
   responsibility.   
   - Able to work with minimal direction   
   - Promotes an open flow of information so that all concerned are well   
   informed   
   - Adjusts to changes in priorities a manages time effectively   
   - Develops solutions that consider the impact on all aspects of customer   
   issues and requirements   
   - Ability to transfer technical knowledge to client - ability to "train the   
   trainer"   
      
   --- SoupGate-Win32 v1.05   
    * Origin: you cannot sedate... all the things you hate (1:229/2)