Product Support Manager - NG

Trace One is a global leader in PLM and Compliance solutions within the process manufacturing and retail CPG space. They are seeking a Product Support Manager to oversee accounts ensuring ongoing customer satisfaction and manage an international team of Product Support Engineers, focusing on providing world-class support to US-based customers.

Responsibilities:

• Take overall responsibility for the delivery of international Support Teams, plans and organizes work
• Implement a results-oriented customer support strategy that balances customer relationship building and timely completion of requested tasks with excellent team communication and ongoing employee training
• Build and Develop team motivation and skills
• Guarantees the level of technical expertise of his/her team, and must put in place the necessary processes and controls to measure this level and develop it where necessary
• Plan and organize the team activities
• Is responsible for developing and applying all procedures required for the smooth running of the department
• Create Key Performance Indicators and objectives and Key results for your team, arrange for ongoing training, and ensure that KPI’s and OKR’s are met or exceeded
• Develops effective working relations between the various team members (R&D, Product, CS, PM, PS, etc.) by organizing regular meetings
• Alerts appropriate level of company hierarchy to customer product concerns. Communicates status of alerts to all levels of the company and to customers, and if necessary prioritizes bug fixes (as described in SLAs and Support policy)
• Analyzes incidents and problems to identify trends and potential problem areas, so that actions taken minimize the number of incidents and improve the problem escalation, analysis and resolution process
• Manages customer escalations
• Helps prepare for negotiations and represent the company to internal and external customers/users
• Actively monitors and shares team and individual performance
• Conducts employee performance appraisals and ensures that HR development actions are consistent with these appraisals and that teams are working to the best of their abilities
• Report weekly to the Manager on customer issues and staff management
• Ensures customer satisfaction (internal and external) by resolving and coordinating the resolution of their Incidents and request and actively monitor and manage customer satisfaction levels, identifying areas for improvement and working with internal teams to implement change
• Organizes regular meetings with strategic customers
• Identifies customer needs, e.g. for training, technical control or additional products
• Initiates actions to maintain and improve service levels, escalating problems to higher levels of management
• Contributes to the reporting of customer objectives, results and satisfaction on a follow-up basis, reports regularly to customers/users, and initiates appropriate actions
• Ensures that, where necessary, corrective action is taken by his own organization and that of the customer
• Monitor , control and ensure that the various contractual service levels are met and share internally and with the customers
• Creates team cohesion and a collaborative working environment
• Motivates and engages employees
• Works is subject to review upon completion to ensure compliance with objectives and policies
• Provides immediate supervision over several units or sections in which most of the time is spent assigning work, reviewing work or resolving problems of a complex nature. Prepares and conduct performance reviews

Requirements:

• Master's degrees in computer science
• 3+ years of experience in a customer-facing role, with a proven track record of building and maintaining strong customer Support and relationships
• 3+ years of experience managing teams of customer Support employees, meeting and exceeding goals for service KPIs
• 3+ years experience working in software (SaaS and OnPrem)
• Demonstrated ability to identify and pursue opportunities for personal and professional growth
• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, employees, internal teams and senior leaders
• Clear and concise written and verbal communication
• Strong technical, analytical, and presentation skills
• Self-motivated with the ability to work with limited direction and oversight
• Excellent follow-up skills
• Highly organized individual