Customer Support Account Manager

Cvent   •  

Jersey City, NJ

Industry: Software

  •  

Not Specified years

Posted 332 days ago

Job Description

The Customer Support Account Manager will follow best practices and incorporate independent problem solving to provide an excellent customer experience to drive long-term customer retention. This role will provide proactive customer support by creating tools for customer use, sharing knowledge and building programs to educate and provide a positive user experience with Lanyon’s products and services.

What You Will Be Doing

  • Monitor and resolve open customer cases throughout the issue lifecycle to ensure compliance with documented service level agreements. Utilize discretion and independent judgment in analyzing and solving a wide range of complex customer concerns.
  • Drive improved use and capabilities of Lanyon’s products and services through education and customer engagement.
  • Execute and improve best practices in Customer Support through continuous assessment and feedback from departmental leaders.
  • Manage and communicate reoccurring and high-visibility issues to manager. As needed, escalate critical issues to Customer Support Manager.
  • As requested, provide support to new hires on support policies and customer services issues and initiatives.
  • Maintain a high level of knowledge on general computer skills.
  • Work with development to ensure defects are handled appropriately including the facilitation of communication between development and the customer
  • Handle complex issues including the training and ongoing education with Lanyon Top Customers list in the design and use of the applications. Handle case escalations including Level 2 and 3 testing and diagnostics.
  • Provide first line diagnostic/troubleshooting support and technical expertise to answer Top customer and supplier questions, troubleshoot and resolve specific product related issues while maximizing customer and supplier satisfaction.
  • Provide assistance with explanation of product features, installation and configuration and deployment of product upgrades and software patches to Top customers, Account Managers, CSA’s and Deployment Engineers, etc. 
  • Prepare FAQ’s, upgrade notes/Articles in Knowledgebase, how to documents and other support documents.
  • Provide subject-matter expertise and support to the development team and trouble shoot system issues reported by clients.
  • Effectively utilize customer support soft skills to maintain a positive working relationship between Lanyon Technology and its customers and partners.
  • Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction.
  • Function independently and provide recommend changes to day-to-day operations, standards, policies, and procedures to maintain support capabilities and team morale, in coordination between Director/Vice President Customer Support.

What You Need for this Position

  • Bachelor’s degree from accredited college or university in communications, business, technology or engineeringpreferred
  • Intermediate computer experience with in-depth knowledge of MS office and web-based systems
  • Previous customer support experiencerequired
  • Experience in the travel or hospitality industry
  • GDS Experiencerequired
  • Customer Service Focus: Ability to use discretion and independent judgment to solve complex problems; Strong customer engagement service skills to drive improved use of capabilities
  • Superior Interpersonal Skills: Ability to interface with a wide range of personalities and levels within Lanyon and client organizations; Professional communication style
  • Data Collection and Analysis: Proactive listening; resourceful in collecting sufficient data; Analysis of data to develop and implement best solution
  • Initiative: Self-starter with strong sense of ownership; Tenacity in problem solving with positive outcomes; Motivated to increase capacity and responsibility – i.e. becoming a Senior Customer Support Representative or seeking other roles in the organization with a higher level of responsibility  
  • Detailed Oriented: Detailed administrative skills for tracking and reporting
  • Extensive knowledge of all five major GDS