Customer Support Manager, Petro

Join our team as a Customer Support Manager and lead a dynamic group of customer service professionals! You'll play a crucial role in ensuring our customers receive top-notch service every time. As a CSM, you'll be responsible for hiring, training, and evaluating staff, while also stepping in to interact directly with customers when needed. If you're passionate about delivering exceptional customer experiences and fostering a supportive team environment, this is the perfect opportunity for you!   Key Responsibilities:

Manage Customer Support staff, local and remote, to achieve Support goals and defined metrics Ensure systems in place to capture and report on agreed upon metrics including but not limited to response time, resolution time, capacity management and customer satisfaction Accept and resolve customer escalations effectively Assist in the management and reporting of customer satisfaction for post-deployment customers Report to upper management Customer Support statistics and current happenings Provide resolutions and/or workarounds to customer Seek escalation at appropriately defined times Follow-up with customer to ensure resolution meets customer requirements and expectations Work with other departments (Sales, Engineering, Customer Success, Billing Operations, Delivery Services and Marketing) to resolve customer issues. Ensure that customers are getting value from Customer Support by having a professional attitude, regular follow-up, and proactive communication of issues to management Manage the Return Material Authorization process for the installed customer base Assist in the authoring and deployment of department specific Standard Operating Procedures Other duties as assigned.

Bachelor’s degree -  preferred   6+ years of product support management experience -  preferred Eight plus years of product support help desk experience -  required Proven track record of hiring, training, and supporting a customer service group-  preferred High Proficiency with Microsoft Office (Excel, Word, Access, and Outlook), Salesforce and other CRMs -  required A strong understanding of customer service, incident management, customer resolution, and customer support best practices.-  required Excellent communication and interpersonal skills, with the ability to communicate effectively with customers and staff at all levels-  required Travel as required

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