Full time | Custom Gateway Ltd | United Kingdom Posted On 11/11/2020 Job Information Technology Work Experience 4-5 years Currency GBP City Macclesfield Province Cheshire East Postal Code SK10 Custom Gateway, the leading provider of on demand software globally and a subsidiary of the NASDAQ quoted Kornit Digital, is seeking a Technical Support Manager to lead our post sale division, which includes platform support & paid services, by building high customer retention & satisfaction. Do you have experience of leading a technical helpdesk team, maintaining high customer retention, increasing sales through account management, ideally in a SaaS environment? Have you rebuilt and transformed a technical support and services team to provide better customer success? If the answer is yes, we are interested in meeting you! What will you do? Build a proactive customer success attitude and skills within the team and across the organisation, globally. Provide manager leadership to build & maintain high performance culture within the post sales teams to instill a commitment to excellence in customer service Proactively identify and resolve issues with existing customers Manage the support the team to ensure that issues are resolved quickly, and opportunities realised Challenge, hold accountable and motivate your team members Produce targets and objectives to measure your team against and allocate end of year bonuses against Create a customer success plan and implement it Leading and developing the team to ensure they continue to stretch and improve Embedding service management principles into the team and ensuring the team meets SLA’s Being a champion of continuous improvement Resource management to ensure the team can meet current and future objectives in line with agreed KPI’s Requirements What do you need? Minimum 3+ years’ experience managing a technical support team within a fast paced, dynamic company Excellent people skills and can manage a team of technical engineers & account managers. Proven experience working within IT service delivery Ability to understand operational requirements Effective troubleshooting and problem-solving To be a team player and willingness to get stuck in Commercially aware with strong negotiation skills Proactive solutions focused approach A desire to keep up to date with new software systems and technologies Familiar working with third parties Flexible to react and adapt to rapidly changing scenarios Driven to meet deadlines in line with SLA A strong organiser with an attention to detail Resilient and positive in challenging situations Strong interpersonal skills Effective verbal and written communication skills needed with technical and non-technical audiences including engineers, senior management and with 3rd party vendors are essential What will you get? Our Group offers the opportunity to support careers that may span different teams, different job roles, different categories and even different countries. We offer diverse career paths for those who show drive and passion as well as the desire to learn and grow. We recognise the value that you bring, and we strive to provide a competitive benefits package which includes RSU’s, life insurance, 25 days paid holiday plus public holiday & exclusive employee discounts.
Macclesfield, Macclesfield, England, Cheshire East, United Kingdom