The primary function of the Customer Support Manager is to manage the support and professional services team with a goal of exceeding client expectations in regard to support services. This position will also oversee professional services and serve as the first point of escalation for customers regarding individual support or professional services issues. Additionally, the manager will be responsible for meeting financials goals related to recurring maintenance generated by the Support department, including growth initiatives and attrition reduction plans.
The ideal candidate is a “hands on” manager with the ability to communicate effectively throughout all levels of the organization and to cultivate a mindset which engenders consistently outstanding customer service balanced with high profitability.
Some travel required (visiting customer sites and remote staff; attending customer user group meetings, organizational meetings and seminars as required)