Invesco US · 6 hours ago

Customer Support Manager (Remote)

Atlanta, GA

Full-time

Remote

Mid Level

4+ years exp

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Responsibilities

Proficiency with our solutions, intelliflo office and intelliflo Portfolio, covering account opening, client management, portfolio reporting, billing and rebalancing. Future cross-training and support of additional intelliflo solutions will be required.

Maintain a positive, cooperative, and professional relationship with our customers.

Assist with the onboarding of new customers.

Train customers on the intelliflo office and Portfolio system capabilities available by completing one-on-one sessions.

Increase solution adoption by highlighting additional features which would be beneficial to their overall business.

Provide continuing education to customers on how to effectively use solution in their practices.

Review customer requests with a sense of urgency, seeking out potential resolution.

Work collaboratively with other teams such as product and engineering for resolution of issues and following through to timely completion.

Communicate proactively with customers regarding product and program information, supportability issues, and strategic plans where appropriate.

Share best practices with team members to enhance the quality and efficiency of the Customer Experience.

Own quarter-end processing of quarterly performance statements for customers.

Provide feedback on solutions through pre-release and post-release testing.

Meet periodically with upper management to review functions to ensure business needs are being met.

Provide guidance for escalated client issues when a higher level of expertise is needed to resolve a functional or technical support case type.

Ensure timely resolution of client issues, escalating further and informing key stakeholders as appropriate.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Intelliflo OfficeIntelliflo PortfolioCustomer supportSalesforceSaaS experienceMS WindowsMS OfficeSystem architecture

Required

Bachelor’s degree or higher in Finance, Technology, Business Administration, or related field (equivalency through proven career progression will be considered)

Minimum of 4 years of customer support of a software solution (SAAS experience preferred)

Experience with Salesforce

Working knowledge of MS Windows, MS Office, system architecture and environments

Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way

Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities