Manager, Customer Support

Vertafore

Job Location:

Denver, CO - USA

Monthly Salary: $ 60000 - 80000

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

$60000 - $80000 VIP

Vertafore is a leading technology company whose innovative software solution are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business boost their productivity and efficiencies and lower costs while strengthening relationships.

Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation technology partnerships and focusing on customer success.

Our fast-paced and collaborative environment inspires us to create think and challenge each other in ways that make our solutions and our teams better.

We are headquartered in Denver Colorado with offices across the U.S. Canada and India.

JOB DESCRIPTION

Vertafore employee in this position for Customer Support Manageris responsible formanaging a customer support teampartnering with peers to oversee the daily operations of the customer support department. The primary function of this role is to provide direction andsupportthe growth of your team members. This will include ensuring the delivery of the highest level of customer service by enabling your team to deliver successful business outcomes with a focus on providing positive customer experiences. Additionalresponsibilities will include coaching training and mentoring direct reports call auditing monthlyteamand business productivity reportingcompletingand delivering annual performance appraisals and ensuring all direct reports adhere and support company addition the Customer Support Manager will be expected to handle customer escalations and proactively communicate with customers based on customer survey results as well as provide direction and growth to employees.

Essential job functions included but are not limited to the following:

Tailor your coaching to individual team members and the teamas a whole toensure high-quality support interactions and goal monitoring

Engages with direct reports toassistand help guide professional development

Monitors daily staffing to ensure adequate resources are in place

Effectively manages team and projects initiatives

Makes contributions to the continued operation and growth of the organization

Effectively communicates with all levels of leadership

Creates reviews and delivers business reports to internal stakeholders

Gathers analyzes and interprets data toassistin process improvement and organization growth

Other duties as assigne

KnowledgeSkillsand Abilities:

Provide effective situational leadership to enhance team development and growth

Effectively communicate rationale for decision-making and directional changes

Capacity to manage resources prioritize competing priorities byutilizingdelegation meet project deadlines and organization objectives

Sets clear expectations and goals with employees; ensures alignment with department and organization goals

Identifiespatterns and root cause of problems and proactively seeks out solutions

Acts as a role model for employeesdemonstrateemotional intelligence professionalismappropriateempathyand toneat all times

Proficientto createand execute team vision and direction that support company goals.

Adeptness toidentifyroot causes of performance behaviors both successful and unsuccessful and enable employees to grow and perform ata high level

Demonstrates ability to partner and collaborate across teams toidentifysolutions that balance priorities delivery expectations risks and concerns while valuing opposing ideas

Canestablishand maintain trusted working relationships with customers and other Vertafore personnel

Passion for problemsolvingflexibility customer service orientation and creativity.

Quickly assimilate the substantive issues in an analytical situation to distill facts relevant to the decision at hand

Exercise sound judgment based on a logical decision-making framework and valid arguments resulting inappropriate action

Stay up to date on current best practices in Process analysis Applications and Case Management processes and technologies

Provide direction and guidance to employees and administer company policy.

Able to improve the efficiency and effectiveness of assigned team and overall customer support

Qualifications:

Bachelors degree or equivalent work experience

3 5 years of managerial or equivalent leadershipexperiencepreferably within a software support center environment.

1 year of project management experience

Advanced knowledge working with Microsoft Office Products

Additional Requirements and Details:

Travel requiredup to10%of the time.

Located and working fromanofficelocation.

Occasional lifting and/or moving up to 10 pounds.

Frequent repetitive hand and armmovementsrequiredtooperatea computer.

Specific vision abilities required by this job include close vision (working on a computer etc.).

Frequent sitting and/orstanding.

THE VERTAFORE STORY

Over the past 50 years Vertafore has advanced the entire insurance distribution channel with the best software solutions in the industry. Today were proud to say hundreds of thousands of Vertafore users rely on our solutions to write business faster reduce costs and fuel growth by increasing collaboration and streamlining processes. Vertafore leads the industry with secure cloud-based mobile products that provide superior reporting and analytics delivering actionable insight right when customers need it most. We partner with other leading technology companies to deliver comprehensive solutions to improve the way our customers do business and serve their customers.

The Vertafore Way

Insurance is about relationships and technology should make those relationships stronger. Thats why at Vertafore its our mission to transform the way the industry operates by putting people at the heart of insurance technology. By focusing on our customers becoming better every day and delivering results you can see we provide the level oftrustandsecuritythat insurance is all about.

Bias to Action: Were united by an innate drive to take action and make a difference in the technology and insurance spaces.

Win Together: We work together as one team showing empathy and respect along the way.

Show Up Curious: We work to challenge one another to push boundaries and think beyond the box.

Say It Do It: We honor every one of our commitments because integrity is important to us.

Customer Success is Our Success: We cultivate authentic relationships and follow up by actively listening to their needs.

We Love Insurance: We appreciate the impact insurance has on the world.

Is this role not an exact fit for you Keep an eye on our Careers Page for other positions!

Vertafore is a drug free workplace and conducts preemployment drug and background screenings.

The selected candidate must be legally authorized to work in the United States.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities duties skill or working addition this document does not create an employment contract implied or otherwise other than an at will relationship.

Vertafore strongly supports equal employment opportunity for all applicants regardless of race color religion sex gender identity pregnancy national origin ancestry citizenship age marital status physical disability mental disability medical condition sexual orientation genetic information or any other characteristic protected by state or federal law.

We do not accept resumes from agencies headhunters or other suppliers who have not signed a formal agreement with us.

Required Experience:

Manager

$60000 - $80000 VIPVertafore is a leading technology company whose innovative software solution are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business boost their productivity and efficiencies and lower costs while...