Manager, Customer Service

Customer Success | Denver, CO, United States



MANAGER, CUSTOMER SERVICE

Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with their customers – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology.


The Opportunity

Marketo is looking for an innovative, action oriented, and results driven Customer Service Manager to build and grow our Customer Service team in Denver, CO. As a pivotal member of the Marketo Success team, your goal is to provide fast and friendly world-class service through creative, and flexible solutions to the Marketo Customers. The Customer Services Manager is responsible for overseeing account and relationship inquiries from our global customers in the Corporate segment.  Managing a group of Customer Services Representatives, you will oversee the contact center operations, provide senior level guidance for customer requests, and maintaining high levels of satisfactions to ensure customer adoption of the products and customer retention.

 

 KEY RESPONSIBILITIES

  • Oversight of the Services Contact center operations
  • Staffing and management of the Customer Services team
  • Establishing team objectives to drive high team motivation and performance
  • Accountable for meeting measurement criteria for organizational performance, including: customer satisfaction, operating efficiency, and customer effort trends
  • Working cross-functionally to drive visibility and collaborative for process improvement

 

 SKILLS, EXPERIENCE & EDUCATION

  • 4-year degree in Business or similar disciplines, and minimum of 3 years of experience in a fast-paced, mission critical software environment; or equivalent industry experience.
  • Core skills include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, and Business Acumen
  • Strong time management skills, organization and prioritization skills
  • Act as a role model to others: sets an example of integrity, ethical behavior and professionalism
  • Experience supporting software solutions, ideally Marketing, CRM, PRM, or Sales applications
  • Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply.

 

About Marketo

Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with their customers – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology. Marketo puts Marketing First. Headquartered in San Mateo, CA, with offices around the world, Marketo serves as a strategic partner to large enterprise and fast-growing small companies across a wide variety of industries. To learn more about Marketo’s Engagement Marketing Platform, LaunchPoint® partner ecosystem, and the vast community that is the Marketo Marketing Nation®, visit www.marketo.com.


Marketo is an equal opportunity employer.