Our Client is a leading Marketing Software company in the Multi-Channel Marketing Sector and is looking for a Customer Support Manager to join their office in Reading. The candidate will be reporting to the Senior Director Customer Support and be responsible for managing the EMEA Support Organisation and participate in the strategic growth of Support. The role is a key hire to the business and will be a highly influential position, this is a great opportunity to develop your career with an exciting and rapidly growing organisation with a world beating portfolio of products.

Responsibilities

• Liaise with Clients and act as a client advocate for issue resolution within the organisation
• Conduct regular onsite meetings with key EMEA customers
• Work with senior management to develop Support within International clients in Brazil, Germany and other expansions
• Conduct quarterly business reviews with other teams
• Manage the strategic needs of EMEA customers
• Identify potential customer issues by monitoring Customer Case trends
• Analyse and provide statistical analysis of case trends
• Provide training, mentorship, and day-to-day leadership to the Technical support staff
• Ensure industry knowledge is continually improved within team members
• Work closely with the Customer Success Team to ensure on-going customer success
• Ability to work in close partnership with Operations, Engineering and Product Management in driving toward the best customer experience possible for EMEA customers
• Attend customer status calls when necessary to manage customer issues and expectations
• Ensure that the highest level of client satisfaction is achieved through prompt resolution of client issues
• Manage a rapidly growing team

Experience

• Degree Calibre with Computer science or a related course
• Experience in Customer support experience, preferably in the SaaS environment
• Experience managing technical support personnel
• Outstanding interpersonal skills
• Some experience in web services and HTML

If this position is something you would like to learn more about, please forward your CV to

Will.hudson@amiqus.com
CWJobs.co.uk - 14 months ago