Senior Manager, Customer Support and Services - Remote

Overview

The Senior Manager, Customer Support and Services will lead the Datacor Engineering Software Group, overseeing support and services for key product lines, ensuring customer satisfaction and loyalty.

In Short

• Lead the customer support team and foster a positive work environment.
• Develop strategic initiatives to enhance customer support experience.
• Manage hiring, training, and performance of support representatives.
• Advocate for customer needs within the organization.
• Set up quality assurance standards for customer interactions.
• Analyze performance metrics and report to senior management.
• Collaborate with other departments to ensure seamless customer experience.
• Manage escalated customer issues effectively.
• Define and lead the development of service offerings.

Requirements

• Bachelor's degree in business, engineering, computer science, or related field.
• Minimum of 5 years in customer support or related field, 3 years in leadership.
• Proven track record of driving improvements in customer support operations.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with data-driven decision-making ability.
• Results-driven with a focus on achieving targets.
• Ability to manage escalated customer issues under pressure.
• Strong organizational and time management skills.
• Passionate about providing excellent customer support.

Benefits

• Opportunity to lead a dynamic team.
• Impactful role in enhancing customer satisfaction.
• Collaborative work environment.
• Professional development opportunities.
• Flexible working arrangements.