Customer Support Manager, Policy Reporter
Mercalis
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Job Level
About the role
- Field a high volume of customer inquiries by phone and email
- Follow Salesforce SOPs and adhere to strict deadlines to meet the team’s KPIs
- Host regular webinar training sessions to onboard new client teams and individuals
- Work closely with other customer-facing teams, notably Sales and Customer Success
- Work closely with internal teams to resolve client queries and streamline existing processes
- Review Contracts/SOWs to ensure client accounts are configured correctly
- Identify bugs and make recommendations for product enhancement based on client feedback
- Identify upsell opportunities
- Engage in additional support-related activities as required, e.g. UAT, data hygiene projects
Requirements
- Previous experience in a customer-facing role
- Comfortable hosting large groups of experienced professionals on 1-hour webinar calls
- Previous experience in the software/SAAS industry
- Excellent organizational skills and meticulous attention to detail
- Ability to manage a high volume of work and adhere to strict deadlines
- Technical proficiency with Windows and MS Office suite
- Comfortable working remotely and taking initiative to find one’s own answers to questions
- Expert English language skills (written and verbal)
- Resiliency and ability to accommodate change
Benefits
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer inquirieswebinar hostingcontract reviewbug identificationproduct enhancement recommendationsupsell identificationdata hygieneUAT
Soft skills
organizational skillsattention to detailtime managementinitiativeresiliencyadaptabilitycommunication skills