Customer Support Manager

An exciting opportunity has arisen at a development and design company that creates outstanding e-commerce and brochure websites. With a long list of high profile clients, they are fast expanding and looking to add a strong Customer Support Manager to their team.

The role will involve ensuring the company deliver the very best implementation of services and software including training and after sales care to their clients. To project manage all implementation of services to new and existing clients ensuring that all requirements are met to the best of the Company’s abilities in a timely manner. You will also be expected to contribute to the development of the department and services available at operation level. Occasionally client visits may be required.

Main Duties:

• People management for the Service Implementation Team on a daily basis. This includes carrying out return to work interviews, appraisals, 'one to one’ meetings, personal development support, advice and guidance.
• Oversee the processing and coordinating of all sales orders including input to relevant systems i.e. CRM, Sage.
• Scheduling and booking on site training, e-training and data conversions in line with client and business needs/ availability.
• Ensuring CRM system is continually up to date with all new client information.
• Produce and co-ordinate distribution of marketing material liaising with 3rd parties where required. This includes ensuring that client mailing lists are up to date and ready for use.
• Developing standardised documents and procedures for the Service Implementation Team.
• Be a point of escalation for clients relating to training, take on of new clients and data conversion. Dealing with complex and delicate situations in an effective manner taking into consideration the clients’ needs and expectations while being conscious of the company’s policies and procedures. Strong oral and written communication skills are essential.
• Provide leadership to the Service Implementation team.
• Ensuring that any customer issues are handled in a professional manner and resolved to the satisfaction of the customer, in as timely a manner as possible adhering to service level agreements
• Monitoring and reviewing outstanding support logs with a view to completing resolutions in a timely manner
• Analyse problems recorded and identify trends impacting on multiple customers, providing input into the development lifecycle
• Keeping the customer and their Account Manager updated about the progress of their system implementation and any problems, in particular those that are taking longer than expected to resolve
• Good understanding of computers
• Experience using Microsoft Office (including Word, Excel and Outlook)
• The ideal candidate will be able to work in a collaborative fashion with account managers and have the ability to identify and up-sell opportunities across products and services, identify client needs and address grievances & complaints, have excellent communication and inter-personal skills along with the ability to talk to customers in a confident, clear, informative and structured manner. You will be able to prioritise, schedule and manage own workload and work both individually and as part of a team. Previous experience of operating systems, server technologies and web based applications (e.g. Microsoft Windows XP, Vista, Windows 7, Microsoft Windows Server 2003, 2008, MSSQL Server 2005, 2008) and using support call logging software to log, detail, update all notes and actions on customer support queries will be an advantage