Manager

• 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.

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