Customer Support Manager Job Description

Customer Support Manager Job Description

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Customer support manager provides analytical project and business process support for all Operating Companies within the Export Center of Excellence utilizing Lean Methodologies and efficiency tools.

Customer Support Manager Duties & Responsibilities

To write an effective customer support manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer support manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Represent and participate on an HP team in face to face customer location visits, industry conferences/trade shows, vendor meetings
Partner frequently with the Sales Pursuit team
Managing technical issues customer business impact and ability to blend and appreciate these aspects in communication with customers
Manage and lead a team of support staff, including ensuring cover is in place at all times on the team
Assisting HR with hires, salaries, promotions and training needs for the team
Lead by example, motivate and inspire team members to deliver their objectives successfully and effectively influence key stakeholders to facilitate the work of the team
Manage vendor relationships effectively to ensure that services provided are delivering expected business value
Own and drive customer success initiatives
Chair service review meetings ensuring service level agreements are met and continue improvement action plans are delivering value
Able to negotiate with business partners and influence others to build consensus and achieve customer objectives

Customer Support Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Support Manager

List any licenses or certifications required by the position: ITIL, PMP, ERP, PMI, MCP, CS, JAVA, CONDO, QA

Education for Customer Support Manager

Typically a job would require a certain level of education.

Employers hiring for the customer support manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Engineering, Management, Education, Technical, Computer Science, Communication, Leadership, Business/Management, Marketing

Skills for Customer Support Manager

Desired skills for customer support manager include:

Lean
Applicable tools & techniques of customer support within telecommunications
Six Sigma and Kaizen methodologies is highly advantageous
Both oral and written
Customer Call Center and the Network Operations Center offerings and procedures strong command of communication skills
MS Office suite
New technologies and selling points which includes enhancing expertise in the company's product
Sales cycle
Excel
Internal processes and policies

Desired experience for customer support manager includes:

Plan and manage projects/initiatives
Liaison between SIS business unit operations, engineering, finance and UTAS technical support groups to develop recovery plans for SIS issues deemed critical by customers
Flexibility and willingness to work a variety of schedules in a 24x7 environment
Knowledge of company organization, policies, HP Services (HPS), services offerings, end to end processes, tools, and routes to market is considered an asset
5-8 years of experience in of the following areas customer service, customer service administration or technical sales
Strong communication and Issue resolution skills (oral, written, presentation)

Customer Support Manager Examples

1

Customer Support Manager Job Description

Job Description Example
Our company is hiring for a customer support manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer support manager
  • Evaluate the effectiveness of the account support team and drive continuous process improvements
  • Ensure the delivery of reporting necessary for day-to-day operations of the team
  • Direct the optimization and coordination of project hand-off and change control with Professional Services and Customer Success Management
  • Develop effective working relationships with key internal and external customer contacts and work to understand business conditions and future needs
  • Responsible for department management including staffing, training, performance management and career development of Associates and Managers while developing and monitoring team/Associate goals
  • Identify revenue opportunities through expansion of the current support model offering
  • Orients new reporting staff regarding company or department policies/procedures and what is expected of them in the way of performance results and standards
  • Support development of new Damco service offerings by regularly sharing the new business requirements with the relevant product teams (Ocean, Air, SCM and VAS)
  • Coordinate training of new employees ensure maintenance of user knowledge of IFFMan
  • Support FSM in preparation of monthly reports like sales figures, budget review
Qualifications for customer support manager
  • Strong leadership interpersonal skills with proven ability to work effectively in a team environment
  • Ability to plan, schedule and manage projects to implementation and make decisions independently that result in innovative, creative efficient and effective solutions
  • Excellent oral, interpersonal, written and verbal communication skills
  • Experience of regional office position preferred
  • Prior management experience of direct reports
  • Develop sound technical and architectural understanding of the product
2

Customer Support Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of customer support manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support manager
  • Business Process Systems (Toolkit, Symphony, JDE, Oracle, OCM, CRM )
  • Supports day-to-day post-sales order transactions (e.g., credits, returns, order entry) and reporting of customer issues, including resolution of basic issues
  • Owns resolution of highly complex open order (backlog) issues and reaches out to supply chain or factory to determine source of delay
  • As subject matter expert to
  • Handle Customer Communications from pre to post Order & after sales to ensure customer satisfaction
  • Manage and oversee the submission of catalogue details, drawings, project documentations etc to Customers as required
  • Coordinating activities with factories for material planning, and production schedules
  • Actively assist the Sales Team with arranging the documentation required for Approved Vendor Listing
  • Register and monitor all major enquiries received that need to be on the Global Project Organization’s planning schedule using the CRM system
  • Ensure all orders are clean before processing to maximise the efficiency of the order process and avoid any errors or delays
Qualifications for customer support manager
  • Able to understand and explain complex technical issues in manner that lay people can comprehend
  • Demonstrated management experience in a technical support function
  • PACS support experience preferred
  • Bachelor's degree in related discipline or equivalent years of directly related experience
  • 5+ years’ experience in a medical device customer service organization
  • Performance guidance of large teams, creating and implementing policy, mentoring and coaching, stakeholder manager and communications about high visibility and time sensitive issues
3

Customer Support Manager Job Description

Job Description Example
Our growing company is looking to fill the role of customer support manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer support manager
  • Insures visibility of all major issues at the senior management level and provides recommendations/proposals and plans for corrective action
  • Partners with Management peers to ensure quality delivery across the customer engagement chain, collaborating on organizational improvements and delivery
  • Maintains and publishes detailed schedules and/or action plans
  • Analyzes escalation performance metrics and quality trends, and provides recommendations/proposals for process or product improvement
  • Accountable for operational results, including performance standards, metrics, and customer satisfaction
  • Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours
  • Provide status to the DocuSign management team, the customer, DocuSign sales and external system providers support staff as necessary
  • Lead communication efforts both with the customers and internally to key stakeholders and senior executives
  • Coordinate activities with Account Personnel from Sales, System Engineering, TSG and Customer Service to ensure all customer needs are met
  • Generate support plans to resolve moderately complex service related problems
Qualifications for customer support manager
  • Strong knowledge of the Storage industry, products, cloud & Converged solutions
  • Experience establishing and measuring Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
  • 10+ years in Service Delivery with 5+ in a leadership position
  • Demonstrated history of recruiting and hiring world-class support
  • Experience with managing a global workforce
  • Experience with the HR Technology and Benefits Administration space preferred
4

Customer Support Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of customer support manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer support manager
  • Oversee team as they provide complex responsive support to clients during normal business hours when scheduled for early and late shifts and as identified for on-call or as requested by management
  • Be the prime contact for a number of GKNs IGT DR990/LM1600 customers
  • Manage the team and individual performance, technical, and skillQs development
  • Monitor and evaluate partner performance to ensure partner is enabled to provide continued service delivery and customer satisfaction
  • Conduct daily / weekly / monthly performance reviews with Partners, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach members in the partner site to improve performance
  • Help the partner meet monthly key support performance goals for customer satisfaction, quality, productivity and key performance metrics
  • Ensure that partner meets monthly key performance goals for customer satisfaction, quality, productivity and key performance metrics
  • Be point of contact for all Escalations and address challenging customer problems that requires collaboration outside of the CS department
  • Establish, maintain and deploy a full training program to ensure Support staff is knowledgeable and prepared to assist customers
  • Exercise judgment within broadly defined practices and policies in selecting methods/techniques, and evaluation criterion for obtaining results
Qualifications for customer support manager
  • Must have minimum 5 year of experience managing a team
  • Must have ability to work independently with minimal supervision
  • Must have strong communication skills (verbal & written) including excellent telephone skills and presentation skills
  • Must be initiative and able to work in a multi-cultural/Multi-tasking fast paced environment
  • Working knowledge of back office functionality of alarm handling systems would be an advantage
  • Manage & balance workload of the Customer Support team
5

Customer Support Manager Job Description

Job Description Example
Our growing company is looking for a customer support manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support manager
  • Partner with digital channels team members to create synergies across all LOBs, Self-Serve, Shop, Mobile and Unified Touch Experiences
  • Develop financial models to determine ROI of self-help initiatives and business cases to get capital approvals for 2017-2018 roadmap initiatives
  • Resolves product and performance issues with channel partners/customers and communicates with factories on appropriate issues and solutions including Customer Experience (CE), /Customer Relationship Management (CRM) and follow-up, and serves as product expert/contact for assigned products
  • Delivers product training, technical, and/or management training to channel partners, company employees or customers and facilitates channel partner employee development by counseling them on training plans and class enrollment
  • Provides marketing support to ensure product optimization via customer clinics and assisting with demonstrations and farm shows
  • Administers Company product warranty/Product Improvement Program (PIP) policies and resolves other reimbursement issues
  • Depending on division requirements, may develop channel partner's service management/profitability capabilities
  • Tracks and reports competitive performance
  • Conducts non-conformance investigations to determine root cause and follow-up on resolution to ensure completion of corrective and preventive actions
  • Responsible for customer score card for assigned products and/or key customer account
Qualifications for customer support manager
  • Team player and problem solver, able to work well under pressure
  • Ability to work cross functionally across the matrix to drive teams to success
  • Works independently to develop/lead projects and programs critical to the long-term success of the organization
  • Strong understanding of Global Transportation (Air, Ground, Ocean) Customs and Compliance practices preferred
  • Decisions impact long term North America Commercial Operations
  • Decisions and results have significant impact on company resources & objectives

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