Client Support Supervisor; Senior

If you?re looking for a career where teamwork combines with excellence, where innovations blend with creative thinking, and support for career enhancements is inherent, then make the Intelligent Choice and join Harte-Hanks Market Intelligence. Ci TDB is a Harte-Hanks database solution that:

 

? Tracks technology installed and planned in 25 countries throughout North America, South America and Europe.

? Provides comprehensive information for more than 600,000 sites that are doing two-thirds of today?s IT spending.

? Is built by more than 500 research assistants worldwide making 60,000 calls a month to learn about technology that is not only installed, but also what purchases are planned by today?s growing companies.

 

The Harte-Hanks Ci TDB delivers data on IT and business environments, including software, servers, storage, security, personal computers and wireless platforms among other data elements ? in small, medium and large enterprise locations.  Every month the Harte-Hanks market intelligence team completes telephone-based interviews with more than 700,000 information technology (IT) buyers and influencers around the world to build the CITDB, the largest and most in-depth business technology database of its kind.

 

We are currently seeking a Sr. Supervisor, Client Support to work in our client services department and report directly to the Executive VP of Client Services.  The Client Support Supervisor will play an integral role in the success of the Support team. Specifically s/he will be responsible for:

 Managing a team and respond to issues for clients including application training, troubleshooting database functionality, data analysis, performance tuning, installation, migration, data integration and upgrades of CiTDB products.Collaborating extensively with peers, Client Services, Sales, Order Management, Production, Product Marketing and Senior Management to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our client support team and the information available to our clients.Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both client and appropriate Harte-Hanks employees of status of all issues on a timely basis.  Manage, report  and analyze metrics of performance for the department, product and internal requests.Providing excellent client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments. The Supervisor will analyze trends and report potential areas of risk or reward to Account Managers, Product Marketing and Sales and Senior Management.

 

Level Requirements:Bachelor?s degree or comparable work experience.3+ years supervisory experienced in technical or client support environment or equivalent CRM/SFA consulting/sales experience or application training.Ability to manage, motivate and lead the support team to excel at responsive client service and customer satisfaction. Demonstrated ability to research and resolve problems using a variety of resources and tools.Understands data formats (RDF, Excel, CSV, HTP, FTP) to assist clients with integration with third party software applications and Harte-Hanks proprietary data.  General knowledge of PC hardware and software issues, knowledge or experience in third party application packages, databases and PC technology.  Highly effective communication skills (verbal and written) when interacting with both technical and non-technical internal and external clients and a passion for finding an answer and conveying technical concepts.Excellent computing skills, with proficiency with Microsoft Office (emphasis on Excel) and MS Access with knowledge of databases and CRM  or SFA software (Siebel, Salesforce.com, Goldmine, etc).Ability to exercise judgment which results in actions that are based on logical assumptions and factual information and take into consideration resources, constraints, and organizational values to make appropriate decisions Flexible and able to work a rotating shift of no more than 8 hours per day with a starting time between 6:00 am ? 9:00 am. 

 

QUALIFIED AND SEEKING A SALES POSITION? Send resume with salary requirements to: Harte-Hanks Market Intelligence, email to:  employment-sandiego@harte-hanks.com . 

If you meet the qualifications listed in our jobs, looking for a comfortable team oriented work environment, and ready to grow in your career, please forward your resume today.  For our sales professionals, we offer an excellent base plus commission compensation plan with a benefits package that include 2 health insurance plans, 401k matching program, employee stock purchase plan, and paid time off. Because we recognize the need for uninterrupted personal time, we provide you with more than 20 days off each year with pay.  Learn more about our areas of expertise by visiting our website at www.hartehanksmi.com  or the corporate website at www.harte-hanks.com.

 

Equal Opportunity Employer

All qualified applicants are encouraged to apply