Customer Support Manager
Exciting new Customer Support Manager role for an established technology manufacturer.
The role will suit a background leading customer support or customer operations departments for a technology organisation.
We have an excellent package including bonus, hybrid working and a host of other benefits including share scheme flexible start/finish time
Headlines:-
* Develop, improve, own customer support function systems, procedures and processes, supporting sales delivery of all products
* Work with demand generation & pre-sales activities to ensure a consistent supply of high quality inbound sales leads and insights
* Maintain a high quality level of customer related data on the CRM system to ensure its effective use
* When necessary, respond to customer enquires with technical and commercial assistance
* Produce regular team performance and sales reports and insights
* Provide cover for team members during times of team absence
* Assist with internal and external quality audits for the function
* Maintain high standards in the team (speed, accuracy)
* Work with marketing team to develop effective campaigns to promote products or services to new and existing customers
Experience:-
* Previous experience in a similar role essential
* Experience in enhancing operational efficiencies to increase customer satisfaction
* Strong attention to details
* Ability to plan and manage the priorities, workload and direction of a customer support team
* Able to exercise excellent judgement on how and when to intervene keeping the team on track
* Ability to measure and report performance at both team and individual level, using this information to make changes or correction if required
* Ability to communicate and persuade at all levels from engineers to board level
* Willingness to learn technical concepts related to the company business
* High level of skill in Microsoft Office, CRM & ERP system