What you will do
You will be responsible for the delivery of consistent support services to our customers for some of our core products (ERP/ERPx and others). You will ensure we demonstrate the appropriate levels of customer centricity in all that we do and that we focus our efforts on great customer outcomes. You will own the support relationships in your region with key accounts and act as a point of escalation when required.
As a Support Manager you will be expected to;
Key Metrics
The success of the role will be measured against;
Your Approach
You will champion the customer experience and be an advocate of service excellence. You will promote collaboration between the other service teams in our global organization (Customer Support, Professional Services, Cloud Operations, Customer Experience, Success Engineering, Education, R&D, Sales). You will work closely with Service Improvement Team to ensure standards and processes are correct, up to date, understood and deployed accordingly. You will champion our continuous improvement philosophy and constantly look at ways in improving efficiencies.
Your profile
You will be a strong manager with a proven track record of delivering great customer outcomes. You will have built a support team previously and know how to manage resources to provide great outcomes. You will be resilient, working methodically across all support groups to ensure a consistent approach whilst showing empathy to those staff who are challenged by the new environment. You will be data centric, comfortable to update on your progress using appropriate reports and charts.
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