Job Title:  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.

Qualifications:

• 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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