Careers - Job Description

Position
Customer Services Manager

Location
Orlando, FL

Company
Pentaho has established itself as the clear leader in commercial open source business intelligence and is growing its bookings, customer base, and team rapidly in a challenging economy. Because Pentaho's commercial open source model provides a lower-cost alternative for enterprise-class BI, Pentaho is getting attention from leading analyst firms like Gartner, and racking up public wins over traditional players like Business Objects (SAP), Cognos (IBM), Microstrategy, Hyperion (Oracle), QlikTech, Informatica and Microsoft. With an experienced team of BI and open source veterans, Pentaho is well-positioned for continued growth in the BI market, with presence in North America, Europe, Asia Pacific and Latin America, supplemented by a Global Reseller network. Finally, Pentaho is a fast-moving, fun start-up where employees at all levels and in all departments can make a difference, develop new skills, and enjoy the pace and excitement of disrupting a major enterprise software market by delivering better value for customers.

Description

The Pentaho Services Delivery Coordinator is responsible for supporting the day This individual works with the services team to ensure the operational processes are in place to exceed customer expectations and to ensure the business needs are met in regards to consulting, training and support. In addition, the manager will constantly seek new mechanisms to add value to all of the service offerings.

Responsibilities

  • Represent the first point of Customer contact for all Service Operations.
  • Responsible for the coordination of both pre and post-project onsite services logistics planning. The key goal for this role is to assist in making service personnel successful and customers realize the value from their investment, facilitating the highest levels of customer satisfaction and follow-up business.
  • Ensure the expectations for both the clients and onsite service personnel are known and met.
  • Establish, track and report on the key performance measurements for the services team.
  • Develop and implement process and procedures to improve operational service team efficiency.
  • Assist in building and retaining a competent services team, including working with management to establish, coordinate, and deliver etiquette sessions that will enhance service personnel performance.
  • Ensure commitments to customers are met. The focus being to exceed customer expectations related to the quality of work and the timely completion of service related activities.
  • Provide logistical and operational assistance for the support services and any periodic communications with the subscription customers.
  • Establish and develop customer service policies and standards for the Services organization.
  • Drive to obtain customer feedback for all delivered services.
  • Based on customer and services personnel feedback, identify and implement improvements and proactive measures that increase the customer value of employing Pentaho Services; professional face to the organization, periodic newsletters, technical tips, accelerated responses, etc.
  • Participate in the recruitment and the on-going operational needs of the Services staff.

Skills and Competencies

  • Ability to provide outstanding customer service.
  • Ability to adjust priorities and manage time wisely in a fast-paced environment.
  • Ability to create and maintain documentation pertaining to Services.
  • Ability to communicate in a clear, concise, understandable manner, and listen attentively to others, and understand material.
  • Strong interpersonal, communication, organization and follow-through skills.
  • Communicating courteously with customers by telephone, email and face to face;

We offer a competitive salary and comprehensive benefits package which includes medical and dental coverage, life insurance, and 401 (K) plan.

Please forward cover letter, resume and salary requirements to resumes@pentaho.com