Sr Manager / Customer Support Manager

4-12 years
2 months ago 16 Applied
Job Description

  • Overall work-experience of 12+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.

  • Maintain customer relationships by providing exceptional service and ensuring we deliver value through our services.

  • Serve as primary escalation contact for high priority support cases, including overall triage management

  • Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

  • Ensure the adherence to SLAs, and Key Metrics according to Organization expectations and objectives

  • Coordinate with internal teams as needed to meet customer needs & requirements while managing customer expectations

  • Be proud of what you work on, obsess about the quality of the work you produce.

Who you are
  • You have a passion for customer success and laser focus on providing customer value.

  • Excellent Written and Verbal Communication Skills with Strong logical, analytical and problem-solving skills

  • Strong Understanding of business & technology

  • Strong Negotiation & Consultative Abilities

  • Ability to understand, articulate and manage customer expectations

  • Ability to interact with multiple global customers

  • Experience dealing with large, complex accounts building relationships.

  • Experience in working with remote teams effectively.

  • Ability to work in a fast paced, ever changing, start-up environment

  • Knowledge of how enterprise implementations, professional services, support processes work will be a definite plus.

  • 4 - 6+ years of overall experience in dealing with customers.

  • PMP is an added advantage

  • Previous experience with many of our system tools a plus: Jira, Tableau, Zen Desk, Confluence, Hive, Google Drive, Google Slides, Gong, Zoom, Omnivore.io, Trello, Airtable, Gainsight, Whimsical, Miro, and Salesforce.

JOB TYPE

Industry

Other

Skills

Omnivore.io
technology understanding
customer expectation management
consultative abilities
enterprise implementations
Zoom
Zen Desk
Gong
Gainsight
support processes
Whimsical
Pmp
Job Source: harri.com

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