Manager of Customer Support
Manager of Customer Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Description
TheManager of Customer Supportis responsible for maintaining effective customer support delivery for Revalize customers and partners by utilizing indepth knowledge of company products leveraging support best practices and optimizing customer selfservice. You will manage support personnel across multiple product areas and ensure team members are following the appropriate processes procedures policies and service level agreements utilizing Revalizes systems.
Responsibilities
Directly manage a team of individual contributors delivering support to Revalize customers and partners
Monitor key performance metrics (KPIs) pertinent to the effective and efficient operation of the department to ensure ontime support delivery and customer satisfaction
Set monitor and evolve individual contributor performance standards to meet our support service goals
Coach team members to achieve high performance
Contribute to the ongoing evolution of Customer Support as the business grows
Assist in defining the training agenda for team members including new hire onboarding continuing product education product crosstraining and certification programs
Provide crossfunctional feedback regarding the impact of product issue trends defects system stability feature functionality product usage trends and overall satisfaction
Drive crossfunctional engagement to ensure customers have accurate and timely information on issue status
Act as a primary escalation point for customers and internal stakeholders
Meet with key customers either solo as part of a team as needed
Participate in capacity forecasting and implement productivity programs for direct reports
Participate in carrying out KnowledgeCentered Support and other selfservice programs
Make employment decisions
Occasional travel may be required
Qualifications :
Minimum Qualifications
Bachelors degree or equivalent experience
3 year of experience leading teams in delivering support to customers and partners
Proficiency in German and English (spoken and written)
Experience working with remote team members in multiple geographies and time zones
Preferred Qualifications
Demonstrated ability to prioritize and simultaneously manage complex tasks to completion
Demonstrated advanced communication skills including both excellent verbal and precise written abilities
Demonstrated skills and persistence necessary to overcome challenges and meet objectives
Demonstrated experience of working constructively in a fastpaced collaborative and matrixed team environment
Working understanding of KnowledgeCentered Support concepts and demonstrated understanding of selfservice strategies
5 years of experience managing software support teams
Experience with acquisition integrations
Experience working in a PEbacked environment
Zustzliche Informationen :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
