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Trace One · 3 weeks ago

Product Support Manager - NG

United States

Full-time

Remote

Mid, Senior Level

$85K/yr - $100K/yr

3+ years exp

Trace One is a global leader in PLM and Compliance solutions within the process manufacturing and retail CPG space. The Product Support Manager will oversee accounts ensuring ongoing customer satisfaction while managing an international team of Product Support Engineers focused on supporting US-based customers and ensuring world-class support.

CollaborationMarketplaceRetailSaaSSoftware

Responsibilities

Take overall responsibility for the delivery of international Support Teams, plans and organizes work

Implement a results-oriented customer support strategy that balances customer relationship building and timely completion of requested tasks with excellent team communication and ongoing employee training

Build and Develop team motivation and skills

Guarantees the level of technical expertise of his/her team, and must put in place the necessary processes and controls to measure this level and develop it where necessary

Plan and organize the team activities

Is responsible for developing and applying all procedures required for the smooth running of the department

Create Key Performance Indicators and objectives and Key results for your team, arrange for ongoing training, and ensure that KPI’s and OKR’s are met or exceeded

Develops effective working relations between the various team members (R&D, Product, CS, PM, PS, etc.) by organizing regular meetings

Alerts appropriate level of company hierarchy to customer product concerns. Communicates status of alerts to all levels of the company and to customers, and if necessary prioritizes bug fixes (as described in SLAs and Support policy)

Analyzes incidents and problems to identify trends and potential problem areas, so that actions taken minimize the number of incidents and improve the problem escalation, analysis and resolution process

Manages customer escalations

Helps prepare for negotiations and represent the company to internal and external customers/users

Actively monitors and shares team and individual performance

Conducts employee performance appraisals and ensures that HR development actions are consistent with these appraisals and that teams are working to the best of their abilities

Report weekly to the Manager on customer issues and staff management

Ensures customer satisfaction (internal and external) by resolving and coordinating the resolution of their Incidents and request and actively monitor and manage customer satisfaction levels, identifying areas for improvement and working with internal teams to implement change

Organizes regular meetings with strategic customers

Identifies customer needs, e.g. for training, technical control or additional products

Initiates actions to maintain and improve service levels, escalating problems to higher levels of management

Contributes to the reporting of customer objectives, results and satisfaction on a follow-up basis, reports regularly to customers/users, and initiates appropriate actions

Ensures that, where necessary, corrective action is taken by his own organization and that of the customer

Monitor , control and ensure that the various contractual service levels are met and share internally and with the customers

Creates team cohesion and a collaborative working environment

Motivates and engages employees

Works is subject to review upon completion to ensure compliance with objectives and policies

Provides immediate supervision over several units or sections in which most of the time is spent assigning work, reviewing work or resolving problems of a complex nature. Prepares and conduct performance reviews

Qualification

Customer Support ManagementSoftware ExperienceTeam LeadershipMaster’s in Computer ScienceKPI ManagementAnalytical SkillsCommunicationOrganizational Skills

Required

Master's degrees in computer science

3+ years of experience in a customer-facing role, with a proven track record of building and maintaining strong customer Support and relationships

3+ years of experience managing teams of customer Support employees, meeting and exceeding goals for service KPIs

3+ years experience working in software (SaaS and OnPrem)

Demonstrated ability to identify and pursue opportunities for personal and professional growth

Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, employees, internal teams and senior leaders

Clear and concise written and verbal communication

Strong technical, analytical, and presentation skills

Self-motivated with the ability to work with limited direction and oversight

Excellent follow-up skills

Highly organized individual