General information

Office (s)
Dublin, CA
Date Published
Monday, December 6, 2021
Country
United States
Job ID
19805
Function
Global Support

Description & Requirements

Sr Customer Support Manager


About Us:

We’re here for the hard-working businesses that keep the world turning. They’re the companies who make, deliver, and sell the things we all need. They trust Epicor to help them do business better. Their industries are our industries, and we understand them better than anyone. By working hand-in-hand with our customers, we get to know their business almost as well as they do. Our innovative solution sets are carefully curated to fit their needs and built to respond flexibly to their fast-changing reality. We accelerate every customer’s ambitions, whether to grow and transform, or simply become more productive and effective. That’s what makes us the essential partners for the world’s most essential businesses.

About the Role:

The Sr Manager, Customer Support develops operational customer support objectives and oversees a multi-product or multinational team. Selects processes and effectiveness measurements to improve overall customer satisfaction. Proactively recommends strategy improvements to executive management.

What You’ll Do:

  • Plans and directs work of a multi-product/national support team to provide appropriate and timely solutions to customers.
  • Develops strategies for diagnosing issues, better identify root cause and implement solutions.
  • Collaborates with other managers to resolve complex issues.
  • Recommends and develops company policies and best practices to ensure an effective customer support.
  • Establishes key metrics to measure an effective customer support.
  • Responsible for updating and maintaining the department's knowledge base articles and FAQs.
  • Optimizes the knowledge base articles and data input to monitor customer support and facilitate decision making.
  • Uses knowledge for industry trends and common customer issues to provide innovative solutions to customers.
  • Builds relationships with key customers to provide better solutions and improve customer satisfaction.
  • Handle on-call and internal/external escalation issues.
  • Work with vendor and partner accounts on issue resolution and new project implementation.

What You Need to Succeed:

  • Coaching and mentoring skills to lead a multi-product/national team
  • Ability to consult, lead and deliver complex operational projects involving multiple stakeholders
  • Strong knowledge of testing processes and methodologies; strong technical skills
  • Experience working with CRMs and/or issue management tool (ServiceNow)
  • SaaS or e-Commerce experience
  • 10+ years progressive experience and demonstrated success/knowledge
  • 5+ years managing and developing employees
  • 4+ years of specialized/industry experience
  • Bachelor’s degree preferred.