Manager of Client Support - Charlotte

MapAnything prides itself on delivering enterprise-level technical support to all business clients for our products. The Manager of Client Support will be responsible for establishing and maintaining technical support processes, managing product support lines, troubleshooting issues via phone, email, and other support channels as required, and owning the escalation process. This individual will work closely with the Client Success and Product teams to facilitate knowledge transfers and improve the training and documentation process. The Manager of Client Support will manage our team of Client Support Specialists and will report to the VP of Client Success.

Duties and Responsibilities:

  • Establish, document, and maintain technical support processes and troubleshooting guides for technical issues and all related escalation, auto-response, and routing rules

  • Hire and manage a team of Tier-1 Client Support Specialists responsible for managing all clients experiencing technical issues

  • Ensure after-hours support lines are managed and respond/troubleshoot issues as applicable

  • Identify detrimental trends and issues in pre-sale, onboarding, and client support and provide plan of action to minimize repeat issues to product and client success teams

  • Own, drive, and track support escalations to successful resolution and adhere to SLAs

  • Troubleshoot cases and determine cause both offline and on calls with clients/prospects

  • Implement and manage content delivery tool as well as internal knowledge base

  • Lead weekly cases meeting to facilitate knowledge transfer to client success team members

  • Collaborate with Product team to build product release notes and enablement for all MapAnything teams

  • Demonstrate an extensive knowledge of Salesforce administration and basic developer concepts (triggers, batches, etc.) and provide recommendations for process improvements

  • Work with client success managers to improve available training, documentation, and other self-service resources to improve product adoption

Desired Attributes:

  • Bachelor’s Degree or equivalent experience in Computer Science, Information Systems, Information Technology or related field

  • 10+ years of relevant experience in Client Support and/or Customer Service management

  • Salesforce.com Certified Administrator and/or Force.com Developer preferred

  • Experience in training, managing, mentoring direct reports

  • Ability to communicate tactfully, verbally and in writing with clients

  • A penchant for thinking outside the box to resolve complex and technical issues

  • Excellent verbal, presentation, and written communication and interpersonal skills

  • Ability to multi-task, prioritize and manage time effectively

  • Agile thinker with the ability to adapt in unexpected circumstances

  • Highly organized with an ability to prioritize time-sensitive assignments

  • Strong analytical thinking, creativity, and problem solving skills

  • Must be capable of working independently within a fast-paced, dynamic team-oriented environment

 

Please email your resume to careers@mapanything.com

MapAnything, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, appearance, national origin, age, disability, genetic information, carrier status, marital status, veteran status, or any other protected status in accordance with applicable federal, state and local laws.