Our client is a well established and well respected organization, based in Newcastle City centre who are currently looking to recruit a Customer Support Manager to join their successful team.
The Customer Support Manager is responsible for supporting prospects and customers both in the UK and abroad as they develop into a Global organization,ensuring the products and services meet the customers' needs. Support would be provided throughout adoption and use of our client's products to build long term mutually beneficial relationships, thus retaining and developing existing customers and assisting in the acquisition of new customers.
Staff: Direct line management responsibility for a small support team comprising of one Software Support co-ordinator, two Software Support Specialists and one Digital Support Specialist.
Key Responsibilities will include:
Effectively managing the team
Working closely with other teams to ensure that where support spans across multiple teams it is not at the detriment to the level of support provided.
Continuous review and development of support channels
Plan an manage the provision of self help resources so customers can get started
Work with engagement and Product Management on communications and customer management plans to maximise customer engagement, product use and take up of product updates.
Develop and maintain an in-depth understanding of our customers so we can tailor support services accordingly.
Build relationships with the customers- this may range from taking support calls to maintaining response times to managing support query logs pro-actively with global leader customers.
Analysis of customer contact to identify patterns and causes of customers requiring support, so they can remove them through improvements elsewhere.
Management and Development of the Customer Support team,
Actively assist the expansion of the UK support team as it evolves to support the needs of the business as it enters a new Global marketplace, ensuring they meet the needs of the new customers across different time zones and cultures.
Requirements / Experience:
A leader, with demonstrable line management experience
Ability to identify development areas within the team and support individuals accordingly
A Passionate customer advocate
Continuous improvement focussed
Experience of change menegement and a real understanding of the impact on people
Self starter, pro active and positive approach
Excellent communication skills
Sound commercial awareness and understanding
This role offers a superb package for the successful candidate, including a city centre location, a starting basic salary of up to £34k pa, Working hours Monday to Friday 9am - 5pm (although flexibility may be required as they move into the global market), annual bonus, superb pension scheme, 25 days holiday + bank holidays, + birthday off , plus many discounted schemes, and more. Full benefits package can be discussed at interview.