Senior Manager, Customer Support and Services

Summary

Join Datacor as the Manager of Customer Support and Services to lead the newly formed Datacor Engineering Software Group (DESG), overseeing support and services for CHEMCAD and AFT's suite of tools. You will develop and implement strategic initiatives to enhance customer support, manage a team, and ensure customer satisfaction and loyalty. The role requires strong leadership, communication, and analytical skills. Success in this position involves driving continuous improvements, collaborating with other departments, and managing escalated customer issues. You will also define and lead the development of the services offering. The ideal candidate will be passionate about delivering exceptional customer experiences and driving a customer-centric culture.

Requirements

• Bachelor's degree in business, engineering, computer science, or a related field
• Minimum of 5 years of experience in customer support or related field, with at least 3 years in a leadership role
• Proven history of driving improvements in customer support operations, including implementing new processes and technologies that resulted in higher Customer Satisfaction and Retention
• Strong leadership and people management skills, with the ability to inspire and motivate team members
• Excellent communication and people skills, with the ability to interact effectively with customers and internal stakeholders at all levels of the organization
• Analytical mindset with the ability to analyze data, find trends, and make data-driven decisions
• Results-driven with a strong focus on achieving targets and goals
• Ability to work well under pressure and manage escalated customer issues
• Strong organizational and time management skills
• Passionate about providing excellent customer support
• Initiative-taking and able to work autonomously

Responsibilities

• Provide strong leadership and guidance to the customer support team, fostering a positive and collaborative work environment
• Develop and implement strategic initiatives to enhance the overall customer support experience and team efficiency, including process improvements, training programs, and technology enhancements
• Oversee the hiring, training, and performance management of customer support representatives, ensuring elevated levels of productivity and customer satisfaction
• Serve as a champion for the customer within the organization, advocating for their needs and driving initiatives to improve customer satisfaction and loyalty
• Set up and maintain quality assurance standards to ensure that all customer interactions meet or exceed company expectations
• Check key performance metrics, analyze trends, and prepare regular reports for senior management on the performance of the customer support team
• Collaborate closely with other departments, including product development, marketing, and sales, to ensure a seamless customer experience across all touchpoints
• Manage escalated customer issues in a prompt and effective manner, collaborating closely with internal stakeholders to resolve complex issues
• Develop and Optimize Services Offering: Define and lead the development of our services offering, including evaluating the impact and operations of Purple Mountain Technology Group and exploring paid services opportunities at Chemstations

Preferred Qualifications

• Exposure to simulation or scientific/engineering (chemical or mechanical) software domains
• Experience working in an acquisition-integration or business-unit transformation setting
• Experience managing teams remote, including international teams
• Knowledge of customer support software and tools (Salesforce Service Cloud CRM)