Position Overview:

SignalDemand delivers margin optimization software that enables process manufacturers to maximize profitability, even as costs and markets change around them. The company's applications rely on the latest econometric models, optimization algorithms and activity-based costing techniques.

SignalDemand is a company that puts our customers' success first. One of our core values reads "Committed to Customers and their success: We are our customer's advocate, we understand their businesses, and care about their success. We build strong customer relationships by communicating with integrity. We are committed to delivering and measuring significant business results".

We currently have an exciting opportunity to bring on board an experienced and talented customer focused professional into our customer support organization. This is an outstanding opportunity for the right person to join a high growth technology company and likely lead to a leadership opportunity for the right individual as the company continues to grow.

Responsibilities:

• Providing outstanding support to customers (phone, web, email). This will be done by leading the investigation into customer problems and walk-through corrective steps with customer to resolution. Our SaaS application is highly analytic with deep science and advanced math making this role more customer focused business analyst versus traditional technical customer support
• Helping define the business and process requirements of a world class customer support organization and then assisting IT with the deployment of this capability (likely using NetSuite)
• Helping define and evolve customer support offerings and service level agreements
• Managing to pre-defined service level targets and reporting status to the services executive
• Helping define how effective 24*7 support operation can be deployed using a combination of internal employees and/or partners
• Ensuring the highest levels of customer satisfaction and developing and driving specific corrective action plans to drive continuous involvement
• Set-up and manage the 24*7 roster

Minimum Requirements:

• BA/BS Degree (or equivalent) in a related discipline
• 7-10 years experience in a customer support or related function
• Highly analytic and/or mathematical skills
• Previous project management experience
• Demonstrated professionalism interacting with all levels of management
• Excellent negotiation and influencing skills
• Excellent written and verbal communication skills
• Analysis, troubleshooting, and problem solving expertise
• Ability to effectively prioritize and escalate customer issues
• Detailed, organized, and results oriented
• Ability to multi-task and perform effectively under pressure
• Understanding of web technologies. database concepts and data management (RDBMS)

Desired Skills:

• Manufacturing, Supply Chain, or Demand Chain expertise
• Data Model and SQL knowledge
• Experience with a large SaaS company
• MBA and/or demonstrated ability grow and lead teams on a global basis

Compensation:

• Competitive salary
• Stock options
• 401k
• Medical, dental and vision benefits