Serena Software Work Values

Daily Duties at Serena Software:

Director of Customer Support, creating a state of the art infrastructure to optimize resources. Led and coached teams and projects to realize professional growth for staff and effective business processes within the changing market. Developed KPIs by creating objectives to measure volume of new inquiries, average time to resolve inquiries and satisfaction of the customer after inquiries were resolved.and held team accountable to meet the objectives set forth. Generated growth targets that exceeded standard response time objectives and higher volume of new inquiries handled per Support engineer to reward Support engineers who over-performed. Provided leadership and vision across the organization in support of company direction. Project Management to lead effort as business unit stakeholder and decision maker to implement software solutions to help the organization become more efficient (in house solution for email automation, redesign customer web site portal for self-service, Avaya IVR telephony solution, WebEx chat, Inquira knowledge base solution) and metrics reports to track work at each point..

What they like about Serena Software:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

Tags

Customer Services, Leadership, Program Management, Project Management, Microsoft Office, process optimization, oral communication, written communication, presentations, director, mentor and coach, strategic, visionary, accountable, self initiative, organization management, KPI development and analysis, analytical, change management, operations

Skills

Customer Service, Project Management, Written Communications, Oral Communications, Leadership, Vision, Mentor and Coach, Microsoft Office Software, Presentations, Change Management, Program Management, process optimization, quality assurance, organizational management, knowledge management, metrics and reporting, project planning, microsoft Dynamics, Salesforce.com, release management

These are some of the questions we asked our climbers about their experiences with Serena Software: