Manager, Customer Support Account Services
1 week ago
As a Manager in Customer Support Account Services, you will play a pivotal role in ensuring exceptional support for our clients during critical events and issue resolution, particularly during weekend shifts utilizing a follow-the-sun approach.
Key Responsibilities:
1. **Event Preparation:** Proactively prepare for weekly client events by allocating necessary resources, facilitating knowledge transfer, and collaborating with global teams.
2. **Performance Reporting:** Generate reports on weekly activities, providing metrics and insights on covered events.
3. **Customer Experience:** Ensure that customers receive prompt and effective support, granting them easy access to subject matter experts.
4. **Team Development:** Spearhead the development of a Support Account Management Team, establishing strategies, objectives, and key performance indicators.
5. **Coaching and Mentoring:** Guide team members to reach their full potential through coaching, training, and opportunities to enhance customer management skills.
6. **Support Excellence:** Inspire the team to deliver outstanding customer support experiences.
7. **Process Improvement:** Refine Support Account Management interactions and processes through the strategic use of KPIs, data, and analytics.
8. **Cultural Leadership:** Lead by example to foster a culture of teamwork, collaboration, execution, and service excellence.
9. **Cross-Department Collaboration:** Strengthen relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering, and other departments.
10. **Business Discussions:** Lead discussions on renewals and new sales in collaboration with the Sales teams, leveraging expert knowledge of the Support Account Management Organization.
11. **Issue Advocacy:** Act as a critical escalation point for significant customer issues.
12. **Project Participation:** Collaborate with team members on organizational projects aimed at enhancing overall program effectiveness.
13. **Brand Elevation:** Work with internal teams to elevate the Support Account Management brand within the organization.
14. **Mentorship:** Continuously mentor team members to achieve customer, corporate, organizational, and employee objectives.
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