Manager of Customer Support

At Revalize, we build the software and technology that powers sales of manufactured, complex products. Our customers rely on our software to design, select and sell everything from commercial ovens to specialized pumps and valves, to grain elevators, and more. We are the global leader in sector-specific software solutions that help manufacturers optimize revenue operations through design applications, engineering simulations, product selection, CPQ, PIM, visualization, and data analytics. 

Headquartered in Jacksonville, Florida, we serve over 20,000 customers across the globe. 

Revalize is a portfolio company of TA Associates and Hg. 

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 

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 

All your information will be kept confidential according to EEO guidelines.