SaaS Support Manager

3 days ago


Plano, Texas, United States Genius Road, LLC Full time
About the Role

We are seeking a highly skilled SaaS Support Manager to lead our Application Support team at Genius Road, LLC. As a key member of our organization, you will play a crucial role in ensuring the seamless operation of our client's intelligent automation platform.

Key Responsibilities
  • Team Leadership: Build and manage a high-performing tech and client support team, fostering a culture of excellence and continuous improvement.
  • Client Support: Serve as the primary contact for clients seeking support and production technical issues, triage and assign support tickets to assign resources/teams.
  • Support Metrics: Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, identifying areas for improvement and implementing strategies for continuous enhancement.
  • Cross-Functional Collaboration: Collaborate with cross-functional teams, including technical support, delivery teams, and client success, to facilitate knowledge sharing, client communication, and issue resolution.
  • Client Relationship Management: Build and maintain positive relationships with clients, understanding their unique needs, providing personalized support, and proactively following up to ensure satisfaction.
  • Documentation and Knowledge Management: Document client interactions, support activities, and issue resolutions, and contribute to the development and maintenance of knowledge bases, FAQs, and support documentation.
Requirements
  • Leadership Experience: Proven experience as a Support Manager in a SaaS/technology solutions company or similar role, with a track record of successfully leading and developing support teams.
  • Technical Skills: Proficiency with tools and systems, such as ticketing systems, CRM software, and knowledge bases, and experience in handling 24/7 support and working with global teams.
  • Education: Bachelor's degree in business administration, computer science, or a related field.
About Genius Road, LLC

Genius Road, LLC is a Certified Women's Business Enterprise and an Equal Opportunity Employer, committed to diversity and inclusion. We value talented individuals who share our passion for delivering exceptional support services and contributing to our company's growth and success.



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