Customer Support Manager

Job Description:

The Customer Support Manager will be responsible for developing and delivering quality support with key focus on customer and partner satisfaction. This position requires a passion for problem solving and process improvement, a deep understanding of software technologies, finance, and the ability to learn new concepts quickly.

This is hybrid role - 3 days/week in office

Key Responsibilities:

Job Responsibilities:

• Drive resolution and provide leadership to analysts in delivering superior service to ensure customer success

• Work closely with Senior Management to evaluate current processes and systems and assist in planning and implementing new procedures and systems to maximize efficiency

• Develop and monitor key performance indicators to measure and improve productivity

• Provide mentorship to ensure customer support department is providing effective, timely and professional client communications

• Oversee staff performance reviews, set goals and objectives

• Facilitate customer resolution for escalated calls and follow up with dissatisfied customers to ensure issues are resolved and the customers are satisfied.

Requirements:

• 3+ years Software Support experience (ERP or cloud-base Financial Software experience highly preferred)

• 2+ years managing a Customer Support team

• Proficiency in MS Office suite, multi-channel contact center software and client communication tracking software

• Accounting background/knowledge a huge plus

• Ability to understand and communicate highly complex technical / financial issues

• Strong technical analysis, troubleshooting, and problem resolution skills, including understanding of SaaS software lifecycle and ability to research software application errors, issue re-creation, and data analysis

•Not required, a plus to have the ability to speak, read and/or write in the French language to communicate with customers on the phone and in case comments.

Plenty of perks:

• Comprehensive health, dental and vision coverage

• 401(k) retirement match (100% matching up to 4%)

• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)

• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date

• 5 days paid yearly to volunteer (through Sage Foundation)

• $5,250 tuition reimbursement per calendar year starting 6 months after hire date

• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)

• Library of on-demand career development options and ongoing training offerings

What it’s like to work at Sage:

Careers homepage -https://www.sage.com/en-us/company/careers/

Glassdoor reviews -https://www.glassdoor.com/Reviews/Sage-Reviews-E1150.htm

LinkedIn page -https://www.linkedin.com/company/sage-software

Function:

Customer Operations

Country:

United States

Office Location:

Lawrenceville

Work Place type:

Hybrid

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Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.

Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/

Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com.

Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/