Senior Manager Customer Support - EzyVet Software

Job Summary

Required Qualifications

• •5+ years in a leadership role, driving customer service and success in a customer-facing organization
• •Strong communication skills (written and verbal)
• •public speaking skills
• •Strategic mindset towards organizational efficiency, constantly optimizing processes
• •Navigate operational improvements with our engineering team to identify tooling and automation that will both enable faster customer issue resolution
• •Provide live coaching sessions on a regular, recurring basis with all direct reports
• •Performance management: conduct one-on-one sessions with employees to review cases and assist in associate growth and development
• •Possess initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change
• •Organized self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional customer experience
• •Enstills a deep commitment to quality
• •demonstrated creative troubleshooting skills
• •Skilled in implementing escalation prevention measures
• •High-energy leader with vision to see problems and potential solutions
• •Strong staff leadership and mentoring skills
• •Self-starter and ability to work in a fast-paced culture
• •Experience in driving problems and engaging with appropriate teams and resources
• •A thought leader who expresses facts, thoughts, and ideas in a clear, concise, convincing, and organized manner
• •Empathetic and passionate about technology, products and customers/end-users
• •Strong analytical and problem-solving skills
• •A deep commitment to quality is essential
• •demonstrated creative troubleshooting skills
• •provide regular updates to leadership and handle escalations
• •You will be accountable for team integrity, product support excellence, decision-making, SLAs, Client success, career development, communications, and support outcomes
• •You will implement and execute processes to streamline issue investigations and resolutions
• •You will provide an environment to teams that encourages continuous improvement and mentorship
• •You will maintain solid customer relationships by handling their questions and concerns with speed and professionalism efficiently
• •You will understand and articulate the customer's requirements to ensure that the customer's optimal success criteria are met
• •You will partner with Product Management, Engineering, Implementation, and the Customer Success organization to define, maintain, and leverage account health indicators; provide regular status reports to stakeholders on progress against established goals
• •You will retain top talent through collaboration and career growth
• •You will lead cross-functional efforts to address call drivers
• •You will drive cross-departmental strategic initiatives identified in partnership with various stakeholders such as Customer Success and Implementations
• •You will oversee the global scheduling and organizing of support based on customer requests for a 24/7 support model
• •You will participate in client meetings to strengthen relationships as needed to understand the customer requirements, determine further opportunities, resolve escalations and address the root cause of issues
• •This position is based onsite 5 days in Frisco, TX

Desired Qualifications

• •Attract and retain top talent
• •Experience partnering with cross-functional teams to develop a customer support model to fit customer demand