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Manager, Customer Support at Colossus, Inc in Winston Salem, North Carolina

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

We are looking for a Manager, Support Services to join our growing team!

As the Manager, Support Services you will be responsible to lead and manage a team of 13 working in a 24x7 Support Department.   You will be responsible for defining, implementing, and monitoring business processes that will lead to efficient ticket resolution with end goals including customer retention and references. You will work closely with cross functional teams to ensure customer success objectives are met.
You will be responsible for managing the company’s customer-facing technical support organization, ensuring customers requiring product and/or technical assistance with our software products receive timely, courteous, and expert support.
You will implement and measure the effectiveness of process or operational policies in support of the mission of the technical support department and suggest changes to products or services to fulfill customer needs.

What your impact will be:

People & Organization:

  • Direct and coordinate team of technical support specialists and technicians, including personnel staffing, coaching, and performance measurement.

  • Set policies and procedures for the technical support department, ensuring staff adhere to expected practices and are customer obsessed with a goal of customer satisfaction. Drive and measure to ensure service level expectations are met by staff.

  • Assess, create, and improve processes for use by organization to ensure optimal utilization of resources and assurance of complete customer satisfaction.

  • Achieve operational excellence by proactively monitoring and measuring organizational effectiveness through the use of quality metrics.

  • Provide ongoing process and product training for technical support staff; building a “team first” and “ownership” attitude.

Product & Issues:

  • Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment

  • Champion customer issues within the organization to build the best customer experience to define and build the way Verb delivers support

  • Work closely with engineering and product management to escalate and prioritize customer reported problems

  • Possess thorough understanding of technology and company’s products in order to provide support and monitor accuracy of information provided by staff

  • Regularly analyze and review customer reported issues to determine if problems are imminent and seek solutions before they escalate to critical levels


  • Provide de-escalation of sensitive situations by direct contact with key customers and partners

  • Monitor customer satisfaction regarding timely and accurate problem resolution; identify technical support problem areas (i.e., negative trends) and, if warranted, implement corrective actions

What we are looking for:

  • 3+ years of experience as part of a support organization.

  • 1+ years team management experience, FTEs or vendors, with a strong ability to supervise support activities, implementations and change.

  • 1+ years of internal or external customer facing roles

  • B.A. or B.S. bachelor's degree

  • Thorough knowledge of functional area under supervision and strong process, technical, and computer support abilities

  • Excellent critical thinking and analytical skills

  • Ability to interact with and influence all levels of the business

  • Excellent at articulating vision and planning execution of projects

What will make you stand out:

  • Effective communication skills which are a focal component of this role, with audiences that include executives, peers and customer engagements

  • 1+ years in the cloud and/or SaaS industry including the use of data and tools (automation) to enable customer success and operational scenarios

  • Experience partnering with engineering or services organizations

  • Mentorship experience with ability to coach to every level of experience

  • Self-motivated, goal-oriented, excellent organizational skills and superior time management skills

What we offer:

  • An attractive compensation package

  • A casual work environment

  • Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)

  • Paid Vacation

About us:

Caliber Public Safety provides Computer Aided Dispatch, Records Management, and Mobile solutions to 1,000+ Public Safety agencies across North America. Our customers include Federal & State Police Agencies, County Governments, Large Metropolitan, and mid-small cities. We pride ourselves in providing solutions with data sharing and interoperability at the core of our products. Approximately 40% of our team comes from Public Safety, that is why we share the same passion our customers do. We believe the best way to move our business forward is by taking care of our customers and employees – earning the right to win new business. As a business of Harris Computer Systems, our customers enjoy software for life. Meaning, we will never sunset a product in use by a maintenance paying customer. We are in the business of forever.