Manager, Customer Support

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Requirements:

• At least 5 years of experience in software technical support.
• Minimum of 2 years successfully leading an Enterprise technical support team for SaaS applications.
• Proven track record in providing excellent Customer Support in a SaaS environment.
• Strong critical thinking and creative problem-solving skills.
• Exceptional verbal, written, and interpersonal communication skills.
• Ability to collaborate with internal teams such as R&D and Product Management.
• Affinity for multitasking with precision.

Responsibilities:

• Manage a technical support team to provide best in class support for Precisely SaaS products.
• Set clear objectives, evaluate progress, and foster a high-performance culture.
• Improve standards and procedures within the team for SaaS support practices.
• Encourage open communication and collaboration among team members.
• Lead customer escalations and coordination for critical accounts.
• Conduct performance analysis based on support metrics.
• Engage directly with customers to build relationships and manage feedback.