Client Services Support Manager

5 - 7 years experience  •  IT Consulting/Services

Salary depends on experience
Posted on 10/27/17
Cleveland, OH
5 - 7 years experience
IT Consulting/Services
Salary depends on experience
Posted on 10/27/17

In this multifaceted role, you will also partner with internal stakeholders to improve processes, working cross-functionally with the Engineering, Marketing, Sales, Client Services, Onboarding and Product Management departments. You will gain complete knowledge of the BE platform.
This is a key managerial position with the opportunity to take on newinternalresponsibilitieswithin Client Services Support, and to help grow and better the quality, breadth and scope of the entire global BrightEdge support organization.

Core Responsibilities

    • Serve as a technical and/or managerial point of escalation for customer, agent, and executive issues
    • Act as the daily manager for one, or a group of multi-functional individuals
    • Set individual goals for your direct reports
    • Work with the Director to define and set goals for you group
    • Serve as a technical resource to BrightEdge Services, Sales, and Product Management groups
    • Contribute technical knowledge base articles
    • Define, implement and fine tune departmental roles and responsibilities
    • Work cross-functionally to better inter- and intra-departmental linkages, processes and procedures
    • Drive impact with projects in numerous areas including, but not limited to: developing new internal processes to serve clients better; building client presentations and knowledge content; and involvement in new product launches
    • Bridge technical knowledge gap as the key liaison between BrightEdge Clients and Internal Teams
    • Collaborate with Client Services Managers to present high quality insights to key clients
    • Gather insights from customer interactions and communicate to various teams inside BrightEdge
    • Represent Customer Support at BrightEdge cross-functional meetings, and lead meetings as appropriate
    • Identify and advocate ways to improve the customer support process
    • Lead by example
    • Project Presentations at the Director level

What it Takes to be Successful

    • Bachelor's degree with 3.0+ GPA required, ideally in an analytically focused discipline with demonstrated academic excellence;
    • 5+ years of experience in an analyst or Customer Support role with at least 2 years in a CS/TS Support management position;
    • An analytical mind and can break down complex problems into solvable components and a belief that no detail is too small to be overlooked;
    • Skilled with metrics, analysis, reporting and recommendations;
    • Knowledge of CRM interactions and common Support ticketing platforms – Zendesk and Salesforce skills are a plus;
    • Knowledge and skills with common issue tracking and project management software, e.g. Wrike, Jira;
    • Standard Support Ops experience for Help Desk, e.g. VOIP/Switch, Chat, CRM;
    • Excellent collaboration and communication skills;
    • The ability to tailor management style to fit the group and situation;
    • Proven written English grammar and composition skills;
    • Excellent presentation skills;
    • Ability to multi-task, prioritize, and manage time effectively;
    • Desire to work in fast-paced, results-oriented, hands-on environment;
    • Experience with Web Analytics and SEO;
    • Experience with SQL/MySQL, and integration applications, e.g. Python, Selenium, Jitterbit;
    • Above average skills with MS Office, especially Excel;
    • Anything and Everything else which makes you a great Support Manager

Benefits & Perks

    • Competitive Salary with Stock Options
    • Medical / Dental / Vision Insurance / 401K / PTO
    • Internal Promotions and Career Growth Opportunities
    • Team Networking, Social Events, Friday Company Lunches
    • Free Snacks and Beverages Everyday
    • Frequent Rewards and Team Adventures
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