Manager, Customer Support

Vertafore • Denver, CO

5d • $60,000 - $80,000 • Onsite

About The Position

Vertafore employee in this position for Customer Support Manager is responsible for managing a customer support team partnering with peers to oversee the daily operations of the customer support department. The primary function of this role is to provide direction and support the growth of your team members. This will include ensuring the delivery of the highest level of customer service by enabling your team to deliver successful business outcomes with a focus on providing positive customer experiences. Additional responsibilities will include coaching, training, and mentoring direct reports, call auditing, monthly team and business productivity reporting, completing and delivering annual performance appraisals, and ensuring all direct reports adhere and support company policy. In addition, the Customer Support Manager will be expected to handle customer escalations and proactively communicate with customers based on customer survey results as well as provide direction and growth to employees. Essential job functions included but are not limited to the following: Tailor your coaching to individual team members and the team as a whole to ensure high-quality support interactions and goal monitoring Engages with direct reports to assist and help guide professional development Monitors daily staffing to ensure adequate resources are in place Effectively manages team and projects initiatives Makes contributions to the continued operation and growth of the organization Effectively communicates with all levels of leadership Creates, reviews, and delivers business reports to internal stakeholders Gathers, analyzes, and interprets data to assist in process improvement and organization growth Other duties as assigne

Requirements

• Provide effective situational leadership to enhance team development and growth
• Effectively communicate rationale for decision-making and directional changes
• Capacity to manage resources, prioritize competing priorities by utilizing delegation, meet project deadlines and organization objectives
• Sets clear expectations and goals with employees; ensures alignment with department and organization goals
• Identifies patterns and root cause of problems and proactively seeks out solutions
• Acts as a role model for employees, demonstrate emotional intelligence, professionalism, appropriate empathy and tone at all times
• Proficient to create and execute team vision and direction that support company goals.
• Adeptness to identify root causes of performance behaviors, both successful and unsuccessful, and enable employees to grow and perform at a high level
• Demonstrates ability to partner and collaborate across teams to identify solutions that balance priorities, delivery expectations, risks, and concerns while valuing opposing ideas
• Can establish and maintain trusted working relationships with customers and other Vertafore personnel
• Passion for problem solving, flexibility, customer service orientation, and creativity.
• Quickly assimilate the substantive issues in an analytical situation to distill facts relevant to the decision at hand
• Exercise sound judgment based on a logical decision-making framework and valid arguments resulting in appropriate action
• Stay up to date on current best practices in Process analysis, Applications, and Case Management processes and technologies
• Provide direction and guidance to employees and administer company policy.
• Able to improve the efficiency and effectiveness of assigned team and overall customer support
• Bachelor’s degree or equivalent work experience
• 3 – 5 years of managerial or equivalent leadership experience preferably within a software support center environment.
• 1 year of project management experience
• Advanced knowledge working with Microsoft Office Products

Responsibilities

• Tailor your coaching to individual team members and the team as a whole to ensure high-quality support interactions and goal monitoring
• Engages with direct reports to assist and help guide professional development
• Monitors daily staffing to ensure adequate resources are in place
• Effectively manages team and projects initiatives
• Makes contributions to the continued operation and growth of the organization
• Effectively communicates with all levels of leadership
• Creates, reviews, and delivers business reports to internal stakeholders
• Gathers, analyzes, and interprets data to assist in process improvement and organization growth
• Other duties as assigne

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees