Careers

Customer Support Manager

BE-Brussels

OneSpan is looking for a "Customer Support Manager EMEA" to join our team in Brussels (Strombeek-Bever). 

The "Customer Support Manager EMEA" is in the EMEA region responsible for delivering a World Class Customer Support experience.

He/She will be accountable for meeting the Service Levels for requests and incidents addressed by the regional team as well as overall Customer Satisfaction. This covers cases for the EMEA region, from global customers and high priority cases that require continuous support. The Customer Support Manager EMEA is expected to contribute to the overall Customer Support processes, organization e.g. suggesting improvements to deliver a world class customer support service, assuring compliance and alignment with global operational standards, procedures and best practices.


World class customer support

We are fully committed to our customers’ success. Our knowledgeable and highly responsive services and support team’s mission is to ensure timely implementation and problem resolution in the most courteous manner.

 

Job Duties and Responsibilities: 

  • Responsible for line management of regional support team
  • Monitor and divide workload equitably among support resources
  • Responsible for scheduling of staff and hiring
  • Strategic account service review
  • Drive actions to increase overall customer satisfaction
  • Responsible for the effective implementation of the Customer Support / Incident Management Process
  • Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process 
  • Assume incident (escalation) Manager responsibilities as and when needed
  • Manages personal development plans (Soft Skills, Technologies)
  • Responsible for the Customer Support process and supporting documentation from a strategic and tactical perspective, redesign processes where needed for improvements to align with business and industry best practices
  • Defines policies for the organization regarding the customer support processes
  • Accountable for the overall process efficiency and effectiveness 
  • Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
  • Position could include on-call duties

Requirements: 

  • Bachelor’s degree in computer science or equivalent
  • 5+ years’ experience in managing a team providing Customer (B2B) Technical Support for cloud (security) solutions
  • Strong customer facing approach / very customer-centric
  • Strong communication skills (written/spoken)
  • Well-organized with attention to detail
  • ITIL-Foundation (ITSM)
  • International experience
  • Travel – up to 20 % (average)

Nice-to-haves

  • ServiceNow CSM experience
  • Languages other than English
  • The more of the following, the better:
    • Operating Systems (Linux, Mac OS X, …)
    • Programming Languages (JAVA, C#, …)
    • Scripting (XML, HTML, JSON, CSS, XSLT, …)
    • Databases (Oracle, MariaDB, MS SQL, …)
    • Servers (Websphere, Apache, Weblogic, JBOS, …)
    • Mobile development (Android, iOS)
    • Webservices (SOAP, REST, Groovy)