Manager of Finance Customer Support Experience

Manager of Finance Customer Support Experience

About the Opportunity

JOB SUMMARY

The Manager of Finance Customer Support Experience utilizes a deep understanding of customer needs, strong leadership skills, and a data-driven approach to lead efforts in delivering an exceptional customer experience. Manage daily operations, improve service quality, and implement best practices to enhance customer satisfaction and team performance.

MINIMUM QUALIFICATIONS

Knowledge and skills required for this position are normally obtained through a Bachelor\’s degree with three to five years of experience in customer support or service roles, with 2 years in a leadership capacity.

1. Strong ability to lead, coach, and inspire a team to meet and exceed performance goals.
2. Excellent troubleshooting and conflict-resolution skills.
3. Excellent communication and interpersonal skills.
4. Familiarity with customer support tools (e.g., Service Now).
5. Deep understanding of customer needs and a commitment to delivering excellent service.
6. Ability to work in a fast-paced environment and manage multiple priorities.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

1. Leadership and Development: Lead, mentor, and develop a team of customer experience specialists, ensuring high performance and engagement. Foster a customer-first culture. Develop and implement strategies to improve the overall customer experience. Develop and enforce customer service policies and procedures to improve response times and resolution effectiveness.
2. Technology & Tools, Data Driven: Oversee the use of support tools (e.g., Service Now) and recommend upgrades or enhancements as needed. Stay current with Vendor partner technology road maps. Track, analyze, and report on key customer support metrics. Continuously evaluate performance to identify opportunities for improvement in the customer experience.
3. Customer Advocacy: Represent the voice of the customer internally and contribute to company-wide initiatives to improve customer experience.
4. Training & Development: Develop support training programs to ensure the team is equipped with the knowledge and skills necessary to provide excellent customer support.
5. Collaboration: Work closely with primary Finance service delivery teams (Procure to Pay, Treasury, Budget, Accounting) to relay customer feedback and drive product improvements. Establish and maintain a network within Northeastern and beyond to share Customer Support best practices.

Position Type: General Administration

Additional Information

Northeastern University considers factors such as candidate work experience, education, and skills when extending an offer. Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement, as well as commuting & transportation. Visit for more information.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

Compensation Grade/Pay Type: 108S

Expected Hiring Range: With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.

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