Sage

Manager, Customer Support

Advert:

People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We’re writing our next chapter. Be part of it!

At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.

We invite you to join us and help us write our next chapter. Follow us on our social media sites to join in conversations about open positions and company news! #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us atcareers@sage.comfor assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.

Job Description:

The Customer Support Manager will be responsible for developing and maintaining good working relationships between internal and external customers to ensure quality support, responsiveness and high customer satisfaction. This position requires a passion for problem solving and process improvement, a deep understanding of software technologies, finance, and the ability to learn new concepts quickly.

Job Responsibilities:

• Drive resolution and provide leadership to analysts in delivering superior service to ensure customer success

• Work closely with Senior Management to evaluate current processes and systems and assist in planning and implementing new procedures and systems to maximize efficiency

• Develop and monitor key performance indicators to measure and improve productivity

• Provide mentorship to ensure customer support department is providing effective, timely and professional client communications

• Oversee staff performance reviews, set goals and objectives

• Provide leadership and guidance to employees, maintain ongoing two-way communications, and promote professionalism, teamwork and outstanding service.

• Hire, develop, train, and promote high performing individuals who will provide quality support to customers. Maintain technical and functional competence of analysts by identifying needs, establishing and conducting training and skill enhancement programs.

• Responsible for management of contact handling metrics and staffing requirements for maximum efficiency of Contact Center operations.

• Facilitate customer resolution for escalated calls and follow up with dissatisfied customers to ensure issues are resolved and the customers are satisfied.

• Maintain a mindset of continuous improvement in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.

Job Requirements:

• Bachelor’s degree in Computer Science, Business Administration, Accounting, Management Information System or equivalent experience

• 3+ years customer support experience

• 2+ years management experience, preferably providing technical support or accounting software support

• Proficiency in MS Office suite, multi-channel contact center software and client communication tracking software

• Motivating leader with strong influential skills

• Excellent communication skills

• High level of integrity, strong analysis and decision-making skills

• Ability to delegate, plan and remain organized

• Ability to understand and communicate highly complex technical / financial issues

• Capacity to learn quickly and adapt to changing priorities

• Highly customer focused with strong sense of urgency

• Demonstrated analytical skills that translate to action

• Demonstrated Leadership abilities and achievement oriented

• Strong technical analysis, troubleshooting, and problem resolution skills, including understanding of SaaS software lifecycle and ability to research software application errors, issue re-creation, and data analysis

Key Responsibilities: