Hybrid Technical Support Manager

at Bazaarvoice

• Job title: Technical Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Bengaluru, India

About the role

• Client Services Manager driving best-in-class service experiences and managing post-sales support activities. Engaging teams across the organization to enhance customer satisfaction metrics.

Responsibilities

• Drive best in class service experience for clients for all post-sales support activities including engagement services, Implementation services and Technical Support.
• Coach and support team members to help them meet departmental goals.
• Mentor and coach client service staff to ensure professional growth and related performance.
• Coordinate projects and available headcount to manage utilization and capacity of resources to effectively drive high customer satisfaction levels.
• Create & manage monthly/quarterly departmental reports to determine whether KPIs (key performance indicators) are being met and identify areas for improvement.
• Annual performance management & merit reviews.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.

Requirements

• Minimum of 5 years' experience in customer facing roles
• Superior written and verbal communication skills
• Exceptional time management and multi-tasking abilities
• A proven history of success in leadership roles
• Experience hiring and training staff
• Ability to professionally resolve conflicts between customers or staff
• Client-minded focus of delivering best in class service support that results in consistently high-levels of client satisfaction
• Experience in SaaS environment
• The most essential skills for a Client Services Manager are communication skills and analytical thinking skills, which enable them to build relationships with clients while thinking strategically about how to meet business goals.
• Able to successfully problem-solve and negotiate as necessary.
• Continuously showcase high attention to detail and well-developed organizational skills.
• Bachelor's Degree in Business or a related field required
• 5+ years of management experience in Professional or Technical Services, preferably within a SaaS model
• Background and expertise in building out new service capabilities to accommodate growth, scale and global reach.
• Experience collaborating with international teams and remote team members
• Superior communicator and strong relationship builder
• A passion for customers and a dedication to providing a best-in-class service experience
• Strong coaching and mentoring experience; able to confidently provide constructive professional development feedback

Benefits

• Commitment to diversity and inclusion
• Equal employment opportunities (EEO)
• Background check as part of hiring process