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,, Trello, Airtable, Gainsight, Whimsical, Miro, and Salesforce.




technology understanding
customer expectation management
consultative abilities
enterprise implementations
Zen Desk
support processes
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