Job type full-time
Full job description
Who we are
Ncontracts is a leading provider of saas-based risk and vendor management software and services to financial institutionsOur product offerings include vendor management, enterprise risk management, business continuity planning, compliance management, audit management, findings management, and cybersecurity managementWe provide seamless integration for total risk management, backed by dedicated support, unlimited training, and guaranteed accuracy.
The client support manager is someone with a proven track record for managing and scaling the day-to-day operations of customer supportResponsible for mentoring and coaching employees as well as managing metricsA strong commitment to client excellence and the ability to implement and execute is a mustThe manager is the face of the company and responsible for translating the vision, strategic goals, and priorities of the company both internally and externally.
Lead, motivate, and develop a high performing team of support specialists; consistently monitor team to proactively identify potential problems, implement resolutions, and process improvements
Provide direction and communication to leadership team and employees to support the direction of the organizational goals
Ensure that support agent kpis/slas and case resolution slas are met or exceeded
Appropriately distribute workload and oversee larger team member projects/escalations
Evaluate and improve the efficiency of processes to maximize speed and quality; perform root cause analysis to drive the appropriate course of action
Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action
Manage the preparation and maintenance of weekly reporting and monthly kpis that help determine trends, forecasting needs, etc.
Manage staffing needs to ensure appropriate coverage
Ensure customer service excellence by actively monitoring support cases for trending concerns and opportunities for improvement.
Track bugs affecting users and work closely with product development and customer success teams to ensure a timely resolution and effective status communication plan with the customer.
Build a world-class support organization; create a structure and culture that is fun, high-paced, collaborative, and inherently enjoys solving for the customer.
Partner with cross-functional leaders to drive initiatives that serve the voice of the customer.
Experience in coaching and mentoring a support team
History of managing and scaling a high-volume support team
Proven problem solving and negotiating skills
Strong analytical background
Excellent written and verbal skills
This position currently supervises a team of nine support team members, some local and some remote.
Required education and experience
Seven years minimum experience of directly managing a customer support team
Ten years of customer service experience
Three years’ experience in supporting a saas product
Bachelor’s degree or combined experience required
Preferred education and experience
Experience with salesforce
Strong excel background
Position type/expected hours of work
Full time position monday through friday with working hours between 7:00 a.mTo 6:00 p.mEvening and weekend work may be required as job duties demand.
Less than 5%Travel would be for company conferences, visiting remote employees/offices, and potentially visiting clients.
Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this jobDuties, responsibilities, and activities may change at any time with or without notice.
Work location is flexible if approved by the company, except that the position may not be performed remotely from colorado.