Interiors International is hiring a
Senior Customer Support Manager (Microsoft Dynamics Product) in United States

Summary

The job description is for a Senior Customer Support Manager role at a SaaS company specializing in AMS. The candidate will lead the support team, possess technical expertise, deliver exceptional customer service, improve processes, collaborate with cross-functional teams, and provide reporting and analytics. Requirements include a bachelor's degree or 10 years of software support experience, 5 years of experience in managing support operations (preferably in SaaS), deep understanding of Microsoft Dynamics products, proven leadership skills, strong problem-solving skills, excellent communication skills, and other specific qualifications.

Requirements

• Bachelor’s degree in computer science, information technology or 10 years of software support experience is required
• Minimum of 5 years of experience in managing support operations, preferably in a SaaS environment
• Deep understanding of Microsoft Dynamics products and technologies, with relevant certifications preferred
• Proven leadership skills with the ability to motivate and inspire a team to achieve excellence
• Strong problem-solving skills and the ability to think strategically while also executing tactically
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, stakeholders, and team members at all levels of the organization

Responsibilities

• Lead and manage a team of Microsoft Dynamics support specialists (Tier 1) and developers (Tier 2), providing guidance, mentorship, and performance feedback to ensure the team's success
• Possess an in-depth understanding of Microsoft Dynamics products, including Dynamics 365, Dynamics CRM, and other related applications, to effectively troubleshoot and resolve complex technical issues
• Oversee the delivery of superior customer service by ensuring timely response to client inquiries, proactive communication, and resolution of issues to ensure client satisfaction and retention
• Continuously evaluate and improve support processes and procedures to enhance efficiency, scalability, and customer experience
• Collaborate with cross-functional teams including development, implementation, and sales to address client needs, escalate issues as necessary, and advocate for product enhancements based on client feedback
• Establish and monitor key performance indicators (KPIs) to measure support team performance, identify trends, and drive data-driven decision-making
• Develop and implement training programs to ensure support team members stay current with product updates, industry best practices, and technical skills

Preferred Qualifications

• 2 years of experience with administering IT service management tools such as Dynamics 365, ServiceNow, or Zendesk is a plus
• Existing experience with case management in Dynamics 365 is preferred
• Accounting and financial knowledge is a plus

Benefits

• This position is eligible for a $1,000 employee referral bonus
• The salary range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more