Customer Support Manager (B2B SaaS)

The Role

You Will Be Responsible For

• Driving product adoption and customer value at key accounts and identifying additional opportunities for customer expansion.
• Collaborating with the sales team on account strategy development for assigned customers.
• Defining best practices, metrics and goals and leading the Customer success teams towards achieving these.
• Ensuring a high degree of customer renewals.
• Building strong product expertise and providing training & ongoing support to key accounts as required.
• Providing feedback and advocacy on customer pain-points to internal teams.
• Ensuring strong customer service levels are met in line with Company objectives.
• Supporting the customer service team in resolving escalated issues or complaints.
• Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery.
• Developing plans to improve customer experience and satisfaction along with other internal stakeholders.
• Recruiting, training, coaching and performance managing the customer service team.
• Managing a team of 6-10 people.
  

Ideal Profile

• You have at least 10 years experience within a Customer Service or Customer Success role, ideally within the IT Services and Software / SaaS industry.
• You possess excellent interpersonal as well as written and verbal communication skills.
• You have working knowledge of b2b saas, saas, enterprise clients, customer success, customer support, production support, customer experience and customer support b2b saas
• You are highly goal driven and work well in fast paced environments
• You are a strong networker & relationship builder
• You are a strong mentor and coach who can build high performing teams
• You are willing to undertake 0-30% travel.
  

What's on Offer?

• Work alongside & learn from best in class talent
• Leadership Role
• A role that offers a breadth of learning opportunities