Business Support Manager

2 weeks ago

McKinney, United States Segway Full time

Core Responsibilities:


  • Leading B2B customer service representatives or support specialists, and responsible for building and maintaining strong relationships with B2B clients, understanding their needs, addressing concerns, and ensuring overall satisfaction.


Dealer Service Partnership:

  • Developing a targeted strategy for seeking dealers with service capabilities and will to expand the company's network of service partners.
  • Developing partnership agreements that outline expectations, responsibilities, and performance metrics for both parties.
  • Monitoring and evaluating dealer performance to ensure service quality and customer satisfaction.
  • Providing ongoing support and resources to help dealers succeed in delivering excellent service.


Account Management:


  • Managing contracts, agreements, and service level agreements (SLAs) with B2B clients and facilitating contract renewals or amendments as necessary.
  • Serve as the primary point of contact for designated B2B clients, managing their accounts, providing support, and ensuring timely resolution of issues or inquiries.


Onboarding and Training:


  • Facilitate the onboarding process of new dealers and partners, including conducting orientations about company policies and procedures, and providing necessary training, resources, and information, and assisting with the setup of accounts or systems.


Problem Resolution:


  • Handle escalated issues or complaints from B2B clients, working closely with internal teams to investigate and resolve issues promptly, and ensuring clients are kept informed throughout the process.


Product and Service Support:


  • Managing technical support or guidance to B2B clients regarding the use of products or services.
  • Addressing dealer service complaints and technical issues, ensuring quick and effective resolution of customer problems.
  • Responsible for reviewing and approving B2B returns and synchronizing effectively and coordinating internally.


Performance Monitoring and Reporting:


  • Managing key performance indicators (KPIs) related to B2B client satisfaction, service delivery, and retention and drive growth.
  • Managing trends of online reviews (retailers.com and store.segway.com) to identify areas for improvement, protect and enhance the brand.
  • Analyzing data and preparing regular reports for management review.
  • Organize regular meetings with B2B clients to collect their feedback and drive internal optimization loops.


Cross-Functional Collaboration:


  • Collaborating with internal teams and external partners to ensure alignment of strategies and initiatives that support B2B client needs and objectives.
  • Participating in and cooperating with customer services improvement initiatives, including system optimization and process improvements.
  • Assisting GTM to train dealers on product features and updates, sales techniques.


Requirements:

  • Have approximately 3 years of relevant experience (micro mobility, EV, e-bikes)
  • Proven work experience as a B2B support managing roles.
  • Exceptional organizational and multitasking skills
  • Ability to work efficiently in a fast-paced environment.
  • Fluency in English, excellent communication, and interpersonal skills with B2B clients and internal departments.
  • Customer-oriented, strong problem-solving skills.


Preferred Qualifications – a plus but not required.

  • Background in micro mobility, EV, e-bikes
  • A bachelor's degree in STEM-related majors.
  • Experience working with global companies.
  • Fluent in Spanish, and/or French

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