Client Support Manager SilkRoad Technology
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At SilkRoad, it's all about the employees! It's all about the flexibility. It's all about the extras. It's all about growth - yours and ours. It's all about the opportunity to build your career with a leader. At SilkRoad, you can have a major impact on our clients, play an important part in our success, and work in a great environment that's loaded with talented professionals. And this is your opportunity to join us.
SilkRoad technology, a leading hosted software solutions provider, is seeking a top candidate to lead the Client Support team in our Winston Salem, NC or Jacksonville, FL location.
The Client Support Manager will manage support to SilkRoad customers. The primary responsibility of the Client Support Manager is to provide technical and managerial leadership for our multi-location, multi-time zone Client Support Service team. In addition, the position is responsible for expanding overall technical support capacity, improving efficiency and quality of service, managing customer support software, and enabling other forms of customer support where appropriate. The Client Support Manager is responsible for ensuring customer satisfaction through the successful ongoing support of SilkRoad customers. This is a highly visible role and crucial to SilkRoad goals and objectives for success. The successful candidate will focus on proactive and responsive customer support communications; world-class customer care methods and procedures, attention to detail, and excellent interpersonal skills.
Lead our front line customer team, acting as key point of contact to ensure high-level customer satisfaction;
Provide excellent client management inclusive of timely communications, responsive follow through, and advocacy for client issues within internal departments;
Analyze trends associated with the customer base and report potential areas of risk or reward to Client Services Management;
Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both client and appropriate SilkRoad employees of status of all issues on a timely basis
Collaborate with peers, Strategic Account Managers, and members of the escalation team to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients;
Analyze technical trends and provide appropriate feedback to Engineering Services and Product Support Management;
Monitor and escalate customer issues to management as required;
Review and update knowledge base and technical support documentation to reflect current technical information on product;
Oversee SilkRoad's customer service policies, objectives, and initiatives;
Assist in the development and execution of procedures and policies governing customer correspondence and the resolution of customer complaints;
Provide mentoring and professional development of staff;
Special project and other related job duties, as assigned.
Passionate about supplying end-users with the highest level of customer service possible;
Demonstrated ability to manage effectively and work in a fast-paced, team-based environment;
Strong organizational and excellent follow-up skills with attention to detail;
Excellent written and verbal communication skills;
Strong problem solving and trouble shooting skills at network and OS levels;
Extensive knowledge of Windows and Mac environments;
Thorough knowledge of standard hardware & software configurations, TCP/IP networking and protocols;
Familiarity with relational databases (SQL, Access) is a plus;
Strong customer orientation with excellent work ethic and dedication.
Minimum of 5 years of successful Customer Support or Client Services experience;
Minimum of 5 years of management experience in a Client Services role;
Bachelor's Degree, strongly preferred;
Experience in the software industry and SaaS environment, preferred;
Experience in Human Resources is a plus.
Jacksonville, Florida, United States
||Jacksonville, FL |
THIS JOB HAS EXPIRED