• Customer support and Training Manager

    Location : Country (Full Name) Italy
    Type
    Regular Full-Time
  • Mission

    Who We Are

    Founded and continuously led by inventor and entrepreneur Tony Aquila, Solera is a global leader in digital technologies that connect and secure life's most important assets: our cars, homes and identities.

     

    Since its inception in 2005 as a garage-based startup, Solera has grown aggressively with over 50 acquisitions across its platforms. The company's current product solutions include Audatex, Autodata, AutoPoint, CAP/HPI, Colimbra, Digidentity, Enservio, Explore Data, Hollander, Identifix, Inpart, LYNX and TitleTec, as well as the company's flagship Digital Garage application. Today, Solera processes over 300 million transactions annually for approximately 235,000 partners and customers in over 80 countries. Unified by a strong culture that values uncommon entrepreneurial thinking and continuous "do-it-different" innovation, Solera's global workforce of 6,700+ associates come from diverse forward-thinking industries that include automotive technology, artificial intelligence, software development, data sciences, cybersecurity, cognitive design, and digital identity protection. For more information, you can visit solera.com.

     

     

    The Solera Way

    Solera’s uncommon culture is based on three simple principles: Think 80/20 (Focus), Act 30/30 (Efficiency), and Live 90/10 (Accountability).  We define our mindset using Our 3H’s: Humility, a Hunger to succeed, and a desire to Hunt for opportunities to win. We train our volunteers to engage with each other modulating between their intellect (IQ) and emotional intelligence (EQ) using our 3Fs: Facts, Finesse, and Force. Solera has become a global technology leader that is constantly growing in the double digits.  The principles, drills, and values associated with the Solera Way have been fundamental to Solera’s success and our ability to grow, continuously change, and innovate.

     

     

    Are You Uncommon?

    We’re on the hunt for an experienced Customer Support and Training Manager who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed. The Customer Support & Training Manager is responsible for maintaining excellent and effective customer service for all lines of products. By having in-depth knowledge of the company products, he/she will also define and implement the company support & training best practices according to the local strategy.

    Position 80s

    What You’ll Be Doing

    At Solera, we believe in providing clarity and focus. The 80’s, as we call them, are the employee’s priorities associated with their role or mission. 

     

    The mission 80’s for this role, are:

    • Developing and implementing policies, procedures and best practices within all lines of products
    • Partnering with the management team to align customer service department policies and systems with the company's objectives
    • Overseeing customer issues and ensuring effective and long-term problem resolution
    • Developing relevant metrics and delivering to the management team
    • Monitoring programs and procedures to ensure on-time delivery and customer satisfaction
    • Maintaining in-depth working knowledge of all lines of products
    • Setting performance standards to meet service goals of company
    • Coaching the Customer Service Team in order to achieve high performance
    • Structuring the training offering and material according to the company strategy
    • Measuring the performance of the Customer Service Representatives
    • Providing feedback to the company regarding service failures or customer concerns                                          

    Qualifications

    What qualifies you?

    • You hold a Bachelor’s degree in a relevant area
    • +7 years of Customer Service Management experience
    • +5 years experience in SaaS
    • Flexibility to travel up to 50% of the time

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