Manager of Customer Support

The Manager of Customer Support is responsible for maintaining effective customer support delivery for Revalize customers and partners by utilizing in-depth knowledge of company products, leveraging support best practices, and optimizing customer self-service. You will manage support personnel across multiple product areas and ensure team members are following the appropriate processes, procedures, policies, and service level agreements utilizing Revalize’s systems. 
 

Responsibilities
 

• Directly manage a team of individual contributors delivering support to Revalize customers and partners 
• Monitor key performance metrics (KPIs) pertinent to the effective and efficient operation of the department to ensure on-time support delivery and customer satisfaction
• Set, monitor, and evolve individual contributor performance standards to meet our support service goals 
• Coach team members to achieve high performance 
• Contribute to the ongoing evolution of Customer Support as the business grows 
• Assist in defining the training agenda for team members, including new hire onboarding, continuing product education, product cross-training, and certification programs 
• Provide cross-functional feedback regarding the impact of product issue trends, defects, system stability, feature functionality, product usage trends, and overall satisfaction 
• Drive cross-functional engagement to ensure customers have accurate and timely information on issue status 
• Act as a primary escalation point for customers and internal stakeholders 
• Meet with key customers, either solo as part of a team, as needed 
• Participate in capacity forecasting and implement productivity programs for direct reports 
• Participate in carrying out Knowledge-Centered Support and other self-service programs 
• Make employment decisions  
• Occasional travel may be required