Customer Service Support Manager

You are invited to join the dynamic team at NetScore Technologies, an award-winning Oracle NetSuite Partner based in Vienna, Virginia, with a focus on developing AI-powered cloud applications for Retail and Wholesale Distribution verticals. As an Inc. Power Partner and TiE50 award winner, NetScore values innovation and encourages its employees to build world-class applications. In this role, as a Customer Support Manager, your primary objective is to ensure customer satisfaction and success by implementing robust support systems, forging lasting relationships, driving retention, and maximizing customer value. Key Responsibilities: - Build and manage customer support systems including ticket categorization, FAQs, help portals, CSAT/NPS, and analytics. - Lead post-go-live onboarding to facilitate effective product utilization. - Cultivate and strengthen customer relationships, serving as a primary point of contact. - Conduct regular check-ins to gauge satisfaction levels, identify issues, and propose solutions. - Gather and communicate customer feedback to the Product and Engineering teams. - Develop and implement customer-centric best practices to ensure continuous success. - Analyze trends and proactively address recurring customer issues. - Monitor contract renewals, minimize churn, and secure renewals. - Collaborate with Sales to identify upsell and cross-sell opportunities. - Promptly address and resolve client concerns while managing stakeholder expectations. - Drive high user adoption through training, content creation (videos, guides), and ongoing support. Qualifications: - Bachelor's degree in a relevant field. - 6-10 years of progressive experience, with a minimum of 4 years in SaaS customer success/support roles. - Demonstrated success in building and managing customer support ecosystems. - Profound understanding of SaaS product implementation and the client lifecycle. - Excellent verbal and written communication skills. - Experience in engaging with customers from the US and APAC regions. - Proficiency in JIRA and advanced Excel skills for ticket analysis. - Availability to work during US night shifts. - Strong interpersonal skills and ability to build relationships. - Data-driven mindset with expertise in customer analytics and reporting. Desirable Skills: - Experience in both customer success and product development functions. - Familiarity with CRM and ERP systems. - Exposure to data warehouse tools and AI/ML applications for customer success. - Proficiency in creating interactive help content such as videos and cheat sheets. - Previous experience in managing or scaling customer support teams in a SaaS environment.,