FIU Manager – Model & Analytics
SouthState Bank
Manager, Support Services
Harris Computer
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, Florida, Montana, New York • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Improve processes: Define and implement ways to resolve customer issues quickly and effectively, aiming to keep customers happy and encourage them to recommend us.
- Work with other teams: Collaborate with colleagues across departments to deliver successful software, provide high-quality technical solutions, and boost overall customer satisfaction.
- Be a key contact: Serve as a main point of contact for customers and handle escalated issues, building strong relationships.
- Help grow our maintenance revenue each year.
- Proactively follow up with customers, communicate clearly, and manage issues to meet our agreements and keep customers satisfied.
- Set clear goals for your team, track their progress, and coach them to perform at their best.
- Focus on the value of customer relationships, including their willingness to be a reference, and find ways to increase revenue from existing customers.
- Regularly review and improve our processes to make them more efficient.
- Resolve customer service issues and help improve our overall service.
- Understand maintenance contract details and explain them to customers to help meet monthly revenue targets.
- Handle HR tasks within the Support Department.
- Travel occasionally for customer visits, user group meetings, customer conferences, or process improvement trips.
- Monitor department performance by tracking trends and statistics, then report these findings to senior management.
- Act as a manager-level contact for customer issue escalations.
- Monitor customer satisfaction.
- Help create and implement support initiatives, such as knowledge bases, technical guides, and documentation.
- Work closely with other departments (R&D, Sales, Professional Services, Client Management) to resolve customer and internal issues promptly.
Requirements
- A Bachelor's Degree (preferred)
- 5-7 years of experience in customer support or a similar role.
- A proven history of building or leading diverse and effective teams.
- Previous experience in a management, supervisory, or leadership position.
- Strong analytical and problem-solving skills.
- Excellent written, verbal, and interpersonal communication skills.
- The ability to work independently and lead a team, including remotely.
- The capacity to manage multiple teams and initiatives at once.
- Experience with ticket tracking software (e.g., Salesforce, TeamSupport, SupportDesk).
- Proficiency with Microsoft Office (Excel, Word, PowerPoint).
Benefits
- 3 weeks' vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportanalytical skillsproblem-solving skillsteam managementprocess improvementrevenue growthmaintenance contract management
Soft skills
communication skillsinterpersonal skillsleadership skillsindependent workteam collaborationcoaching skills
Certifications
Bachelor's Degree
