The鈥疢anager of Customer Support鈥痠s 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鈥檚 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