Manager, Customer Support

KPI Solutions•Cincinnati, OH

About The Position

The Manager of Customer Support will be in a very visible leadership role to our customers and must demonstrate exceptional leadership, personnel management, and organizational skills. Employee will be responsible to oversee the creation and success of a highly integrated customer service center composed of engineers & customer service representatives, in meeting and exceeding support metrics and SLAs. In this role the candidate must be technical and will challenge the team to solve problems and improve the delivery of our services.

Requirements

Proven Support professional with a deep understanding of Call Centers, including strengths in software support, field service support, and the ability to solve customer business needs.
Minimum of 10 years’ experience in technical support, field service support, with at least 7 years of direct experience in managing leaders and agents.
Working knowledge and practical experience of all building blocks in support desk and field service solutions such as Salesforce, call center phone systems, hardware, applications, cloud, analytics, etc.
Ability to work well under pressure to handle crises and balance several tasks simultaneously.
Ability to work well with customers in stressful situations.
Ability to prioritize, delegate tasks to appropriate staff, and perform required follow-up.
Bachelor’s Degree required.
Excellent communication skills with the ability to negotiate through extreme high-pressure customer situations.
Must have a strong customer focus and be able to build relationships and establish trust, respect, competence, and confidence effectively and quickly.
Natural self-starter, decisive, high energy, and can-do attitude.
Strong organizational and project management skills.
Demonstrates high ethical and professional standards.
Proven ability to recruit, develop and retain staff.

Nice To Haves

Master’s Degree or MBA is preferred.

Responsibilities

Provide strong, dynamic leadership that mentors, develops, and guides team members to achieve Customer Satisfaction goals.
Oversight and Direction of the Help Desk.
Ensure the Customer Support Team is adequately trained and knowledgeable on all technologies supported by KPI.
Be the focal point for our partners, holding them accountable for delivering highly dependable solutions and response times when called upon.
Work with Field Service Director and team to provide prompt field service to our customers when required.
Responsible for the development and administration of annual department budgets to attain business goals with operational stability
Act as the trusted advisor, both internally and externally, to ensure targets and profitability goals are met.
Leverage KPI’s Management Executives and other senior Business Unit Leadership when appropriate, to strengthen client relationships.
Build and manage influential customer relationships via cadence calls and post-incident reviews.