Client Support Manager (2)

Role Overview: As a Client Support Manager, you will be responsible for overseeing both the client support operations and the technical support team. This dual role requires managing client relationships and resolving technical issues, ensuring our clients receive outstanding support and service at every interaction. You will play a crucial role in balancing client needs with technical solutions to maintain high client satisfaction and retention.

Responsibilities:

• Lead and manage the client support and technical support teams to provide exceptional service and resolve issues efficiently.
  
• Develop and implement client service protocols and technical troubleshooting guidelines to ensure consistency and quality across all interactions.
  
• Collaborate with the sales, product, and engineering teams to ensure seamless client onboarding, product integration, and continued satisfaction.
  
• Monitor client and technical support interactions and feedback to improve service delivery, client satisfaction, and product enhancements.
  
• Analyze client data and technical support metrics to identify trends and develop strategies to improve support services and client retention.
  
• Handle complex client and technical issues and escalations, providing solutions that align with both client needs and company policies.
  
• Conduct regular training sessions with both support teams to ensure they are equipped with up-to-date product knowledge, client service skills, and technical troubleshooting abilities.
  
• Manage and oversee the collection of payments for support services, ensuring accuracy and timeliness in billing processes.
  
• Foster a team culture that encourages top performance, high morale, and continuous learning.
  

Qualifications:

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field.
  
• Minimum 7+ years of experience in client support or technical support, with at least 3 years in a managerial role.
  
• Proven track record of leading support teams in a technology-driven environment.
  
• Strong technical foundation with an understanding of software products, network issues, and basic troubleshooting practices.
  
• Excellent interpersonal and communication skills, with the ability to manage sensitive situations diplomatically.
  
• Analytical skills with an ability to translate data into actionable insights.
  
• High degree of professionalism and a customer-centric mindset.
  

Desirable Skills:

• Experience with CRM software, helpdesk software, and ITSM tools.
  
• Technical certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar.
  
• Knowledge of the software development industry and the specific challenges faced by clients.