Customer Support Manager, Petro

Join our team as a Customer Support Manager and lead a dynamic group of customer service professionals! You'll play a crucial role in ensuring our customers receive top-notch service every time. As a CSM, you'll be responsible for hiring, training, and evaluating staff, while also stepping in to interact directly with customers when needed. If you're passionate about delivering exceptional customer experiences and fostering a supportive team environment, this is the perfect opportunity for you!

Key Responsibilities:

• Manage Customer Support staff, local and remote, to achieve Support goals and defined metrics


• Ensure systems in place to capture and report on agreed upon metrics including but not limited to response time, resolution time, capacity management and customer satisfaction


• Accept and resolve customer escalations effectively


• Assist in the management and reporting of customer satisfaction for post-deployment customers


• Report to upper management Customer Support statistics and current happenings


• Provide resolutions and/or workarounds to customer


• Seek escalation at appropriately defined times


• Follow-up with customer to ensure resolution meets customer requirements and expectations


• Work with other departments (Sales, Engineering, Customer Success, Billing Operations, Delivery Services and Marketing) to resolve customer issues.


• Ensure that customers are getting value from Customer Support by having a professional attitude, regular follow-up, and proactive communication of issues to management


• Manage the Return Material Authorization process for the installed customer base


• Assist in the authoring and deployment of department specific Standard Operating Procedures


• Other duties as assigned.

Qualifications:

• Bachelor’s degree - preferred 


• 6+ years of product support management experience - preferred


• Eight plus years of product support help desk experience - required


• Proven track record of hiring, training, and supporting a customer service group- preferred


• High Proficiency with Microsoft Office (Excel, Word, Access, and Outlook), Salesforce and other CRMs - required


• A strong understanding of customer service, incident management, customer resolution, and customer support best practices.- required


• Excellent communication and interpersonal skills, with the ability to communicate effectively with customers and staff at all levels- required


• Travel as required

#LI-WA1