Mercalis

Compensation

Full Description

Overview As a Customer Support Manager, you will play an integral role in maintaining positive relationships with clients and resolving issues as efficiently as possible. You will work within our ticketing system and follow SOPs to ensure all Support work is completed on time and to a high standard. You will become an expert on our products and regularly meet with clients to demo our platform and respond to questions. This role would suit someone who wants to be the face of Policy Reporter and who is looking to further their career in a customer-facing role. Responsibilities Field a high volume of customer inquiries by phone and email Follow Salesforce SOPs and adhere to strict deadlines to meet the team’s KPIs Host regular webinar training sessions to onboard new client teams and individuals Work closely with other customer-facing teams, notably Sales and Customer Success Work closely with internal teams to resolve client queries and streamline existing processes Review Contracts/SOWs to ensure client accounts are configured correctly Identify bugs and make recommendations for product enhancement based on client feedback Identify upsell opportunities Engage in additional support-related activities as required, e.g. UAT, data hygiene projects Qualifications Previous experience in a customer-facing role Comfortable hosting large groups of experienced professionals on 1-hour webinar calls Previous experience in the software/SAAS industry Excellent organizational skills and meticulous attention to detail Ability to manage a high volume of work and adhere to strict deadlines Technical proficiency with Windows and MS Office suite Comfortable working remotely and taking initiative to find one’s own answers to questions Expert English language skills (written and verbal) Resiliency and ability to accommodate change