Stellenbeschreibung
Job Description
The Manager of Customer Support is responsible for maintaining effective customer support delivery for Revalize customers and partners by utilizing in-depth knowledge of company products, leveraging support best practices, and optimizing customer self-service. You will manage support personnel across multiple product areas and ensure team members are following the appropriate processes, procedures, policies, and service level agreements utilizing Revalize’s systems.
Responsibilities
* Directly manage a team of individual contributors delivering support to Revalize customers and partners
* Monitor key performance metrics (KPIs) pertinent to the effective and efficient operation of the department to ensure on-time support delivery and customer satisfaction
* Set, monitor, and evolve individual contributor performance standards to meet our support service goals
* Coach team members to achieve high performance
* Contribute to the ongoing evolution of Customer Support as the business grows
* Assist in defining the training agenda for team members, including new hire onboarding, continuing product education, product cross-training, and certification programs
* Provide cross-functional feedback regarding the impact of product issue trends, defects, system stability, feature functionality, product usage trends, and overall satisfaction
* Drive cross-functional engagement to ensure customers have accurate and timely information on issue status
* Act as a primary escalation point for customers and internal stakeholders
* Meet with key customers, either solo as part of a team, as needed
* Participate in capacity forecasting and implement productivity programs for direct reports
* Participate in carrying out Knowledge-Centered Support and other self-service programs
* Make employment decisions
* Occasional travel may be required
Qualifikationen
Minimum Qualifications
* Bachelor’s degree or equivalent experience
* 3 year of experience leading teams in delivering support to customers and partners
* Proficiency in German and English (spoken and written)
* Experience working with remote team members in multiple geographies and time zones
Preferred Qualifications
* Demonstrated ability to prioritize and simultaneously manage complex tasks to completion
* Demonstrated advanced communication skills, including both excellent verbal and precise written abilities
* Demonstrated skills and persistence necessary to overcome challenges and meet objectives
* Demonstrated experience of working constructively in a fast-paced, collaborative, and matrixed team environment
* Working understanding of Knowledge-Centered Support concepts and demonstrated understanding of self-service strategies
* 5 years of experience managing software support teams
* Experience with acquisition integrations
* Experience working in a PE-backed environment
Zusätzliche Informationen
All your information will be kept confidential according to EEO guidelines.