MetaComet Systems Inc 29 College St. SOUTH HADLEY, MA 01075 Company Description: MetaComet® Systems is a leader in providing tools and services (e.g. The Royalty Tracker® Platform) to help publishing companies automate their Royalty Management Life Cycle from acquisitions to payments, as well as to manage their intellectual property licensing. Salary Range: Location: Per Year SOUTH HADLEY MA Job Type: Category: Full Time Internet/Information Systems/New Media Education Level: Work Experience: Bachelor's Degree Preference: Required 5+ Preference: Required Skills/Certifications/Licences: Project Management - Preference: Nice to have Quality Assurance - Preference: Nice to have Customer Support - Preference: Nice to have SQL - Preference: Nice to have Description: MetaComet® Systems, a leader in Intellectual Property Management software solutions, has an immediate need for a high-performing Director of Operations. The company is rapidly growing, profitable and emerging as an industry leader. This is a hands-on management position that reports to the COO. Key Responsibilities Include: • Managing Support Operations • Implementation Project Management • Quality Assurance Oversight Additionally, the Director of Operations will take the lead on specific projects to strengthen organizational infrastructure through process definition and formalization. QUALIFICATIONS: The successful candidate has a strong background and extensive experience in supporting software products and operations. • 8+ years software customer service experience • Extensive project management experience - certifications are a plus • Excellent interpersonal and communication skills • Calm – doesn’t get flustered by challenging support calls • Strong writing skills • Mastery of multiple software platforms (helpdesk, CRM, database, etc.) • Comfort working in a small office environment (~10 employees) • Fast learner • Ability to work independently • Proactive This person will be committed to our customers’ success and their strongest advocate. COMPENSATION: MetaComet offers competitive compensation and a generous benefits package. DETAILED JOB DESCRIPTION: • Management Functions o Supervising our other Customer Service personnel o Prioritizing support issues o Generate Statements of Work for larger projects o Generate and monitor billable support work o Maintain support dashboard • Hands-On Customer Support o First line support for customers ? Phone ? Email ? Support site o Training ? New users ? Existing users on new or existing features • Implementations o Project management o Customers’ requirement and specification gathering o Setting up new customers o Configuring systems o Basic data migration assistance (advanced tasks handled by engineers) • Customer Relations o Perform customer interviews and surveys o Introduce enhancements and manage customizations o Manage upgrades • Quality Assurance o Oversee and manage testing on MetaComet products o Develop test plans and scripts for new features o Perform product testing • Documentation o Update and maintain customer service policies and procedures o Update and maintain user guide o Migrate User Guide to Online Knowledge Base o Create, update and maintain guides for various features and processes o Write technical specifications for new enhancements and updated features o Release Notes for new releases of software • Miscellaneous o Assist with other tasks as needed. Because MetaComet is a small company, everyone must be willing to do everything. o Coordinating with engineering team to resolve advanced issues and implement enhancements as needed TRAVEL • Occasional travel may be required – approximately 2-4 trips per year • Most support and service done through online meeting software (GoToMeeting) Requirements: • 8+ years software customer service experience • Extensive project management experience - certifications are a plus? • Excellent interpersonal and communication skills • Calm – doesn’t get flustered by challenging support calls • Strong writing skills • Mastery of multiple software platforms (helpdesk, CRM, database, etc.) • Comfort working in a small office environment (~10 employees) • Fast learner • Ability to work independently • Proactive?