Manager, Customer Support

KPI Solutions is seeking a Manager of Customer Support to lead a highly integrated customer service center. This role requires exceptional leadership and organizational skills to ensure customer satisfaction goals are met while overseeing a team of engineers and customer service representatives.

Responsibilities:

• Provide strong, dynamic leadership that mentors, develops, and guides team members to achieve Customer Satisfaction goals
• Oversight and Direction of the Help Desk
• Ensure the Customer Support Team is adequately trained and knowledgeable on all technologies supported by KPI
• Be the focal point for our partners, holding them accountable for delivering highly dependable solutions and response times when called upon
• Work with Field Service Director and team to provide prompt field service to our customers when required
• Responsible for the development and administration of annual department budgets to attain business goals with operational stability
• Act as the trusted advisor, both internally and externally, to ensure targets and profitability goals are met
• Leverage KPI’s Management Executives and other senior Business Unit Leadership when appropriate, to strengthen client relationships
• Build and manage influential customer relationships via cadence calls and post-incident reviews

Requirements:

• Proven Support professional with a deep understanding of Call Centers, including strengths in software support, field service support, and the ability to solve customer business needs
• Minimum of 10 years' experience in technical support, field service support, with at least 7 years of direct experience in managing leaders and agents
• Working knowledge and practical experience of all building blocks in support desk and field service solutions such as Salesforce, call center phone systems, hardware, applications, cloud, analytics, etc
• Ability to work well under pressure to handle crises and balance several tasks simultaneously
• Ability to work well with customers in stressful situations
• Ability to prioritize, delegate tasks to appropriate staff, and perform required follow-up
• Bachelor's Degree required
• Excellent communication skills with the ability to negotiate through extreme high-pressure customer situations
• Must have a strong customer focus and be able to build relationships and establish trust, respect, competence, and confidence effectively and quickly
• Natural self-starter, decisive, high energy, and can-do attitude
• Strong organizational and project management skills
• Demonstrates high ethical and professional standards
• Proven ability to recruit, develop and retain staff
• Master's Degree or MBA is preferred