Manager, Customer Support
Elevate Recruiting Group - San Francisco, CA
Manager, Customer Support
    The Manager of Customer Support is responsible for leading a team of support engineers to rapidly answer and resolve client questions on the performance of their deployed RichRelevance technology. The Manager of Customer Support is responsible for meeting high levels of customer satisfaction and meeting all SLAs for responsiveness.

    Primary Responsibilities:
    • Manage overall Customer Support function, the primary first point of contact for customers with technical questions on our product.
    • Act as a player / coach, owning call resolution as well as managing the team in call resolution.
    • Educate and grow the team to rapidly resolve issues, track time accurately, and respond in a positive client facing manner.
    • Provide timely insight to client issues/cases to Client Services team responsible for major top accounts.
    • Improve productivity by recommending and deploying changes in tools, methods, processes, reporting and employee engagement
    • Rapidly escalate issues so that risks are mitigated and clients remain satisfied.
    • Build strong relationships with Engineering organization to facilitate client issue resolution and delivery of accurate commitment timelines.
    • Manage team to provide customer education on tools
    • Work closely with Client Services Operations and Client Success on strategies to improve overall team effectiveness.
    • Provide differentiated service levels for each tier, with major time allocated to tier 1 accounts.
    • Own deployment activities end to end for all smaller accounts
    • Educate customers on how to be successful during all phases of relationship with tools and processes provided by {rr}
    • Perform daily client monitoring to ensure products are working correctly and offloading work for Relationship Managers focused on top accounts.
    • Assist with deployment and improvement of internal case tracking tool and related reporting.
    Skills and Experience requirements:

    Technical:
    • A deep understanding of presentation-layer web-development languages with expertise in handwritten CSS, HTML, and JavaScript
    • Strong client facing consultative and communication skills
    • Familiarity with browser compatibility troubleshooting
    • Familiarity with website performance testing and tuning
    • Highly skilled in Microsoft Office (Excel, PowerPoint, Word)
    • Proficient in consumer analytics (e.g., analysis of online transactions, ave. order value, conversion rates) and Web-based reporting (e.g., MS Access, Cognos, Crystal Reports)
    Professional:
    • Strong professional services and client relations skills, with experience in SaaS, eCommerce, and/or consumer-oriented online services
    • Ability to work effectively within a matrix managed project structure to collaborate cross-functionally and produce quality deliverables
    • Ability to multi-task, prioritize issues/escalations, and manage many projects simultaneously
    • Ability to work with a diverse customer base ($100M $5B+)
    • Extremely detail oriented
    • Strong technical leader and people developer
    Required Experience:
    • At least 5 years of relevant Customer Support and/or account management experience, with a preferred focus on the Saas or eCommerce industry
    • Successful track record managing multi-million dollar enterprise accounts (including Fortune 500
    • Experience with Case Management tracking tools, leading practices for managing and reporting with a Customer Support team
    • Experience with Salesforce.com a plus
    • Creative, consultative, and a strong communicator with the ability to build exceptional relationships and grow business
    • BA/BS required, technology or business degree preferred
    • Some limited travel is required (10-15%)

    Elevate Recruiting Group - 14 months ago - save job - block
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