Support Manager

Acts as escalation management.Acts as key resource and liaison to all other JDA departments as well as customers.Builds customer relationships by communicating the value of Support Services in order to build long term trust.Communicates support guidelines, processes and systems.Conducts strategic planning, including use of metrics and interaction with Team Leaders and other groups to help identify opportunities for improving processes and procedures.Ensures best practices are employed.Gathers and disseminates information on department and company operational guidelines.Interacts directly with customers to resolve conflicts and issues, to improve and maintain positive relationships.Leads by example: inspires team to excel, promotes teamwork and high morale.Leads the team to achieve a high level of customer satisfaction, team morale and operational results.Maintains customer confidence and helps to set or adjust expectations.Maintains interactions with SIG community.Manages revenue by...