Manager Customer Support

Unit4

3d•Remote

About The Position

The Manager Customer Support will be responsible for the delivery of consistent support services to customers for core products (ERP/ERPx, TM and U4F). This role ensures customer centricity and focuses on great customer outcomes. The manager will own support relationships with key accounts and act as a point of escalation. Key responsibilities include ensuring support teams deliver excellent customer experiences, optimizing team efficiency and resource utilization, producing service metrics for improvement insights, building and executing action plans for improvement, promoting AI for customer support issue processing, collaborating with global support managers on service improvements, managing customer escalations with Account Managers and CSMs, tracking performance against metrics, ensuring adherence to best practices, and supporting a Knowledge Management culture. The role also involves championing central initiatives for adoption and improvement, and focusing on team development and employee retention.

Requirements

Strong manager with a proven track record of delivering great customer outcomes.
Experience building a support team previously.
Ability to manage resources to provide great outcomes.
Resilient, working methodically across all support groups to ensure a consistent approach.
Ability to show empathy to staff challenged by new environments.
Data-centric, comfortable to update on progress using appropriate reports and charts.
Promote collaboration between other service teams (CS, PS, Cloud, CSM, R&D, GEM, Sales).
Work closely with SIT to ensure standards and processes are correct, up to date, understood and deployed accordingly.
Champion continuous improvement philosophy and constantly look at ways of improving efficiencies.

Nice To Haves

Experience with ERP/ERPx, TM and U4F products.

Responsibilities

Ensure that all support teams deliver an excellent and consistent customer experience.
Ensure teams are working efficiently and making best use of resources.
Produce service metrics that provide insight into areas for improvement.
Build and own action plans for areas of improvement.
Promote the use of AI to augment the processing of customer support issues.
Work with other global support managers on service improvement initiatives.
Manage and own customer escalations & engagements alongside A/C Managers and CSMs.
Track performance against agreed metrics and use data to drive improvements.
Ensure teams always work with agreed best practice.
Support our Knowledge Management culture.
Champion central initiatives to ensure adoption and improvement.
Focus on teams development & employee retention.