Matt Olive

Customer Services Manager - Openathens @Jisc

Bristol, GB

Management and leadership of the OpenAthens customer support and onboarding teams.Having full responsibility and accountability for team performance against KPIs, and a focus on continuously improving standards.Continually review and improve our service level agreements (SLAs) with partners and customers.Compiling and sharing both regular and ad-hoc management reporting information with stakeholders.Driving customer satisfaction with the management of incidents, service requests and customer implementations.Acting as an escalation point for own teams, as well as customers, partners and key stakeholders.Maintaining effective working relationships with OpenAthens partners, mutually identifying new initiatives and improvements.Liaising with sales teams to provide support to the sales process, plan customer implementations and agreeing service improvements and process refinements.Working with product and development teams to prioritise resolution of new product requirements and bugs.Ensuring synergies between the customer-facing teams to present a single view to the customer, and to maximise efficiency of resources.Acting as a single point of communications for the product and the service.Managing and co-ordinating the end-of-life effort for legacy software.Representing OpenAthens in online user groups and forums, and at our annual conference.Continually developing own management and leadership skills.Ensuring team members get the support and training they need for progression, completing the teams’ personal development plans, one-to-one meetings and appraisals.