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Coordinate new projects with Marketing. Write software technical profile from customer requirements. Develop and execute actionable plans for development and implementation of new software. Manage relationships and facilitate cross-functional issue resolution between marketing, customer support and customers.
Recruit and supervise five software engineers. Manage engineers’ work loads and ensure contribution. Track, prioritize, report and coordinate the needs and progress of their projects.
Coordinate software programming between offices in cities A and B and track measures for on-time performance of projects.
Answers incoming customer calls regarding issues, product problems, service questions and general client concerns
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
Update customer information in the customer service database during and after each call
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers