Director of Care- Partner Management

Customer Care, Boston, United States

Director of Care- Partner Management
ABOUT LOGMEIN
LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.
Our headquarters are two state-of-the-art buildings on Summer Street in the heart of Boston’s Innovation District that includes a 2,200 sq ft roof deck and patio. We work in an open and collective environment simplifying how people connect to each other and the world around them.

ABOUT ROLE

In this exciting role, you will contribute to the building and operational success of our Partner Management team with the mission to provide a positive user experience for our partners. You will contribute to the building and shaping of our Customer Care team at our partner to ensure we establish a successful partnership which balances customer experience and value. You will be responsible for the overall customer experience, employee experience, and operational efficiency for one or more LogMeIn programs at our partner. You must be a highly motivated leader with proven track record of leading impactful initiatives, with experience managing a partner and remote workforce. You will lead a team focused on helping our partners become an extension of LogMeIn. Success will be determined through the measurement and achievement of key performance metrics including NPS and channel service levels. The position reports to the Vice President of Customer Care and will be a key contributor to the success of the global Customer Care team. This is an excellent opportunity for a high energy, driven, and creative individual.

This is an onsite role available in either Boston or Santa Barbara. Multiple roles exist.

RESPONSIBILITIES
  • You will be responsible for the overall customer experience, employee experience, and operational efficiency for one or more LogMeIn programs at our partner.
  • Establish an effective Customer Care team at our partner.
  • Manage the transition of current work to and ensure the successful on-going operations of our support partner program.
  • Manage the day to day work of vendors measuring their delivery of support across one or more programs.
  • Analyze trends, identify risks and opportunities, and communicate findings to peers and executives.
  • Contributes to the partner management strategy, customer experience, and employee experience initiatives
  • Proactively identify and implement solutions and initiatives across the partner support team to maximize team effectiveness.
  • Provide timely and objective reports on quality performance metrics and improvement programs to stakeholders and management.
  • Be a champion for the customer experience and seek constant improvements in that experience.
  • Work across partner programs to ensure consistency from teams to deliver the same voice and tone to our customers.
  • Contrbutes to vendor relationship management, including forecasting, key metric performance, and cost (budget and pricing).
  • Requires on-site presence at our partners, up to 25% of time.
  • Act as an escalation point for customer concerns and issues.
  • Work with the 3rd party vendors to ensure information flow is consistent and reliable.
  • Ensure clear expectations are set for direct team and 3rd party vendor.
  • Manage rules of engagement between Customer Care representatives and other internal teams.
  • Sr. roles may also represent Customer Care on our product offering team.
REQUIREMENTS
  • Bachelor’s Degree.
  • Fluent in English.
  • 5+ years of related contact center management experience, including experience managing an outsourced or remote call center employees for more sr. role.
  • 2+ years of technical support experience or experience managing a technical team.
  • Strong leadership and demonstrated ability to work well and contribute to cross-functional initiatives.
  • Highly motivated leader with proven track record of leading impactful company initiatives.
  • Experience managing a partner and remote team strongly desired.
  • Ability to represent broadly across LogMeIn business.
  • Ability to think and operate both strategically and tactically, make decisions, and execute on priorities in a collaborative environment.
  • Experience building or driving improvements to the customer experience within a call center.
  • Strong work ethic, organizational, interpersonal and leadership skills.
  • Proven ability to motivate and mentor team towards goal attainment.
  • Ability to build positive relationships, communicating effectively with team, customers and all levels of management.
  • Proven ability to prioritize and multi-task in fast paced, dynamic environment.
  • Ability to judge accurately when issues should be escalated to senior management and/or product specialists.
  • Ability to travel internationally & domestically 25% of the time .
  • Must be highly self-motivated and able to work effectively with virtual teams of diverse background.
  • This role requires exceptional problem solving skills, the ability to think both analytically and creatively, strong relationship development, influence skills and great communication skills.
  • Ability to identify and resolve conflict to ensure desired outcome for LogMeIn.
OUR VALUES
Be Accountable - even when no-one is looking
Thrive Together - greatness comes from unlocking each other’s potential
Advance Confidently - we find opportunity and act on it
Collaborate Openly - our whole is greater than the sum of our parts
Engage Fearlessly - we speak up and listen