Client Support Manager Resume Samples

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C Carroll

Carlos

Carroll

40880 Predovic Via

Houston

+1 (555) 427 7354

40880 Predovic Via

Houston

Phone

p +1 (555) 427 7354

Experience Experience

Dallas, TX

Client Support Manager

Dallas, TX

Swaniawski Inc

Dallas, TX

Client Support Manager

Participate in Performance Management process by writing and delivering Performance Appraisals and authoring goals and development plans for team members
To assist the Sales managers in maintaining and developing relationships with existing and new institutional clients
Identifying opportunities for continuous improvement within the wider business and work with team leaders, clients and internal partners to improve processes
Demonstrated record of developing employees to perform at a higher level and managing poor performers out of an organization
Work on back-up plans for disaster recovery coordinating with Managers working from different locations globally
Enhance existing proactive support strategies and develop new strategies to improve client interaction and overall client success
Assist with business recommendations to increase portfolio, product development, pricing, promotional programs, etc. to support client relationship

New York, NY

Technical Client Support Manager

New York, NY

Padberg, Larkin and Rutherford

New York, NY

Technical Client Support Manager

Assist in the hiring and management of staff, including temporary staff, to meet fluctuating customer demands and peak seasonal volume For Kidde and Edwards call centers
Define, create and deliver data analytics that will provide accurate data and analysis to inform internal decision making on staffing and productivity measures
Develop and manage call quality and work order accuracy programs and processes and develop call handling guidelines and scripting
Conduct department meetings and skip level meetings and work on, participate in root cause analysis, and identify and resolve breakdowns in policies, procedures and processes that impact and/or compromise world-class customer service
Deploy ACE tools and methodology to drive operational efficiency and standardization across the department, irrespective of business units. Work on, participate in root cause analysis, and identify and resolve breakdowns in policies, procedures and processes that impact and/or compromise world-class customer service
Lead and communicate on employee engagement actions during team’s operating rhythms
Identify opportunities to establish operational and headcount productivity gains where possible

present

Phoenix, AZ

Executive & Client Support Manager

Phoenix, AZ

Rath-Mitchell

present

Phoenix, AZ

Executive & Client Support Manager

present

Provide marketing and proposal support including maintenance of email distribution lists, team resumes and qualifications
Manage key relationships with client and internal stakeholders
Administer and manager contracts with International Lending Agencies, sub-contractors and inter-Deloitte firm to ensure compliance and timely administration
Support the International Lending Agency Center of Excellence through communication and proposal support
Support the creation of marketing materials and proposals
Arrange meetings, travel and conferencing
Exposure to Public sector consulting support, including contract administration considered an asset

Education Education

Bachelor’s Degree in Business Related Area

University of Florida

Bachelor’s Degree in Business Related Area

Skills Skills

Excellent knowledge and experience of sourcing, sourcing processes and eProcurement systems best practice and relevant compliance areas
Strong customer focus and excellent relationship management skills
Strong influencing skills and excellent communication skills
Strong commercial focus and good judgement
Strong cultural awareness and ability to deal with different cultural and social behaviours
Good interpersonal/stakeholder management skills and ability to interact at all levels
Strong history of data reporting, analysis and presentation development skills
Proven history/aptitude to work with internal software systems such as Salesforce, Tableaux and project management software
Advanced knowledge and experience with Excel & Power Point
A professional qualification/ MBA will be an added advantage

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15 Client Support Manager resume templates

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Client Support Manager Resume Examples & Samples

To assist the Sales managers in maintaining and developing relationships with existing and new institutional clients. Assist in identify the servicing needs of our clients and take responsibility for ensuring that they are met. Identify other Invesco products in which our clients might have an interest in order to create new business opportunities
Coordinate and work with Legal, Institutional Support, Transitions Team, marketing and other internal Invesco wide departments, to ensure we provide effective client service and communication. Develop and maintain good relationships with all appropriate Invesco teams
Maintain, develop and deliver all Middle East management information both for the wider IVZ group and the team. Assist in the development and maintenance of client and activity plans
Develop and maintain excellent relationships with all appropriate INVESCO investment teams Maintain a deep understanding of the investment teams, products and strategies as well as the economic and market environment
Travel internationally to attend industry events, conferences, dinners and internal investment seminars. Maintain a familiarity with industry and Middle East issues
Ensure all activities are in line with TCF outcomes
Solid, proven experience of investment, clients and the Invesco business
Needs excellent knowledge of client requirements
Previous experience of the Middle East and Arabic speaking would be helpful
Strong customer focus and excellent relationship management skills
Strong influencing skills and excellent communication skills
Strong commercial focus and good judgement
Strong cultural awareness and ability to deal with different cultural and social behaviours
Self motivated, disciplined, organised and flexible
Resilience and decisive
Ability to work in pressurised and complex organisation

Client Support Manager Resume Examples & Samples

Distributes tickets to direct reports and monitors technologist workloads on an ongoing basis, ensuring appropriate and fair distribution of work
Ensures that aging tickets are resolved by the team
Maintains and updates work schedules for technologists
Manages and mentors a team of client support technologists, providing ongoing guidance, direction and feedback
Participate in Performance Management process by writing and delivering Performance Appraisals and authoring goals and development plans for team members
Manage direct employees to ensure quality, professionalism and standards are being met
Ensure training is provided as possible and within budget to ensure proper staff development
Ensures that IT hardware assets are managed properly and that accurate inventories are maintained by the team
Acts as escalation point for client desktop issues
Participates in the problem management process for large-scale issues
Identifies root causes and engages other IT teams and vendors for resolution
Identify and communicate new and ongoing trends to upper management
Leads and/or participates in projects that involve the team, including hardware, operating system and application deployments/upgrades and client equipment moves
Addresses ticket escalations received from clients and re-allocates the team’s workload as needed
Works directly with VIP clients to consistently address their technical needs on an on-going basis
Works to defuse high-tension situations
Hold weekly meetings with staff to ensure and facilitate communication within the team

Client Support Manager, Operations Resume Examples & Samples

1 - 4 years experience with the Ticketmaster Host System
Knowledge of AccessManager, PCI, REPGEN, and the season event creation process is preferred
Archtics experience is preferred
Service oriented, with strong organizational and communication skills
Able to successfully handle multiple priorities
Certain degree of creativity, latitude, and problem solving is required
H.S. diploma or equivalent. BA/BS degree is preferred

Client Support Manager Resume Examples & Samples

Minimum of 2 - 3 years experience providing custom software solutions in a SaaS environment
Understanding of general HR processes and policies including, staffing, engagement, assessment, learning, and compensation
Demonstrated record of developing employees to perform at a higher level and managing poor performers out of an organization
Coach and train all team members on setting expectations, working with clients, solving problems, and overall product capabilities
Partner with internal teams throughout Kenexa, Client Services, and Sales to ensure client resources are well placed and client issues are well understood
Willingness to work in a collaborative, team environment
Customer service, verbal, and written communication skills
Provide quick problem solving techniques including, but not limited to, fixing errors, creating alternative methods of completing a task, correcting user errors, and correcting system inconsistencies
Liaise with software engineering, product management and technical consultant teams for up to date information on the tickets and escalations
Make sure all client tickets are resolved in agreed timelines with extreme service in delivering
Work on back-up plans for disaster recovery coordinating with Managers working from different locations globally
Send emergency client communications
Run weekly one-on-one meetings with line managers, weekly team meetings, and periodic skip level meetings with down line
Act as point person in the event of new product support rollout
Monitor time tracking and compliance to contact tracking processes

Digital Client Support Manager Resume Examples & Samples

Lead the client support responsibilities within the Digital Ops team
Manage the backlog of issues to deliver the best outcomes for our clients
Provide escalation point for the Client Support queries from call centre
Analyse, report and recommend on issues facing clients and the team
Prioritise internal and external resources to aide in solving of client problems
Communicate details of change, issues or advice to relevant technical and client service teams
Apply continuous improvement to our processes, people and platform
Adept at describing complex problems in simple terms
Excellent problem solving skills whether it be technical, or negotiating with other teams
Good technical knowledge of a "Digital stack" i.e. understanding networks, browsers, HTTP, mobile, databases and know the tools and methods to isolate and troubleshoot problems
Excellent time management and task prioritisation
Cool under pressure
Comfortable working/managing colleagues in overseas locations
Experience in a technical support capacity
Experience in a team leader capacity
A background in financial services is desirable but not essential
Experience with Splunk and/or AppDynamics will be well regarded

Technical Client Support Manager Resume Examples & Samples

Assist in the hiring and management of staff, including temporary staff, to meet fluctuating customer demands and peak seasonal volume For Kidde and Edwards call centers
Be responsible to lead and develop all team members and will be accountable for team performance, including meeting customer service level commitments
Utilize Avaya CMS, Case Ease, MS Office applications and other appropriate tools to ensure the highest levels of performance and quality that are consistent across the Function. Continualy evaluate and make recommendations for innovative technology solutions to improve service
Define, create and deliver a world-class order management and customer service organization by leveraging the synergies created by combining the Customer Service organizations, driving operational excellence standards, technology and web-based customer interfaces to improve the customer experience and internal efficiencies
Define, create and deliver data analytics that will provide accurate data and analysis to inform internal decision making on staffing and productivity measures
Develop and manage call quality and work order accuracy programs and processes and develop call handling guidelines and scripting
Be responsible for handling customer escalations appropriately and in a timely manner
Conduct department meetings and skip level meetings and work on, participate in root cause analysis, and identify and resolve breakdowns in policies, procedures and processes that impact and/or compromise world-class customer service
Deploy ACE tools and methodology to drive operational efficiency and standardization across the department, irrespective of business units. Work on, participate in root cause analysis, and identify and resolve breakdowns in policies, procedures and processes that impact and/or compromise world-class customer service
Lead and communicate on employee engagement actions during team’s operating rhythms
Identify opportunities to establish operational and headcount productivity gains where possible
Conduct periodic coaching (in accordance with established standards) and will complete and review annual performance evaluations for all team members
Identify critical problems that require immediate corrective action and will engage the assistance of the HR Leader as appropriate
Be responsible to consistently apply Corrective Action/Performance Improvement Plans in accordance with company policy
Be responsible to manage department staffing and budget within defined guidelines, including driving department efficiency to mitigate the need for Overtime

Lead KAC Sales / Client Support Manager Resume Examples & Samples

Manages Sales Support Team of nine (9) accountable on a daily basis
Manages overall workflow and provides solutions to efficiently and effectively meet our sales team and clients’ needs
Recruitment responsibilities for Sales Support staff
Proficient in Microsoft Office Suite; SalesForce.com, familiar with Viero and Radio Fusion or demonstrates ability to learn new systems quickly
Demonstrates competitive spirit
Highly motivated individual with excellent negotiation, and influence skills
Strong verbal communication skills, including pubic speaking and networking
Ability to start immediately is highly preferred

Key Client Support Manager Resume Examples & Samples

Experience in customer-facing roles for at least 5 years
Capable of leading conference calls and presentations. Professional communication both internally and externally
Able to pick-up and resolve customer issues efficiently
Able to understand and follow team processes and best practice guidelines
Able to work under pressure and think clearly in challenging situations in a logical manner and deal with multiple clients and streams of work, working closely with internal departments and third party suppliers
Able to liaise with clients, key stakeholders and management team to provide status updates on the progress of service improvement activities
Strong analysis skills
Personable and able to work in a team environment
Ability to quickly learn new applications & functionality
Background in payments and/or acquiring would be hugely beneficial

Client Support Manager Resume Examples & Samples

Developing long term strategic partnerships with key providers
Innovative commercial partnerships and service delivery
Act as an SME for the P2P process and systems, proactively identifying and resolving areas of weakness
Champion and lead initiatives to improve process compliance and system usage across a range of stakeholder groups
In line with the business case and systems strategy identify and prioritise opportunities for improvement, managing actions to streamline the end to end process, making it more efficient and cost effective
In line with relevant operational processes and Service Level Agreements (SLA’s), manage the escalation of complex issues to resolution
Act as the voice of GSSM Operations when facing off to the business and feedback process and service requirements back to the Operations team
Business / Finance degree or equivalent practical experience
A professional qualification/ MBA will be an added advantage
Experience of procurement Systems including SAP SRM7 and Business Warehouse Reporting Tools
Excellent knowledge and experience of sourcing, sourcing processes and eProcurement systems best practice and relevant compliance areas
Experience in P2P
Well organised and able to prioritise tasks, using judgement to manage/escalate issues
Good interpersonal/stakeholder management skills and ability to interact at all levels
Pragmatic with a logical and flexible approach to problem resolution
Develops effective peer and working relationships within/across teams
Leverages understanding of customers / consumers / suppliers / stakeholders to inform business decisions
Good commercial awareness with an understanding of the financial services industry
High Skillset in the following products or their equivalents: MS PowerPoint, MS Excel, MS Word
Experience in a procurement or system support / training environment

Account Manager / Client Support Manager Resume Examples & Samples

10+ years’ experience in Oilfield operations environment
Thorough understanding of customer requirements as well as processes and procedures of the operating area
Specialized technical knowledge of company’s products and services

Client Support Manager Resume Examples & Samples

Background in project management and planning for diverse technical initiatives
Technical team leadership background
Experience developing programs that focus on identifying appropriate programming changes that add value, reduce inefficiencies and stabilize technical environments for large, complex enterprise applications
Strong service-oriented mindset and excellent communications skills
Recent experience working in multiple environments focused on process improvement and quality programs
Health provider information technology support experience required
Mid-level management experience preferred
Minimum of ten years of experience in leading IT support teams in a healthcare provider environment

Client Support Manager Resume Examples & Samples

Manage key projects for strategic business relationships with a significant impact on new business opportunities
Identify research methodology, conduct analysis, create, generate and distribute reports for internal and external review
Analyze data, identify trends and formulate recommendations to management through data analysis
Manage daily operational issues, needs, and SLAs
Assist with business recommendations to increase portfolio, product development, pricing, promotional programs, etc. to support client relationship
Collaborate with several internal customers (Sales, Business Development, Legal, IT Marketing, Operations, etc), with major external business partners (vendors, etc.) and key strategic customers to achieve business objectives
Assist with the development of goals, strategies and quality measures
Plan, organize and complete other special projects for manager
Minimal Travel to business meetings, trade events, or client functions
Bachelors Degree (or equivalent experience)
PC skill/knowledge in all updated versions of Microsoft office products, especially Excel, Access, and Powerpoint
Training in Salesforce, Tableaux and internal project management software will be required

Client Support Manager Resume Examples & Samples

To assist the Sales managers in maintaining and developing relationships with existing and new institutional clients
Assist in identify the servicing needs of our clients and take responsibility for ensuring that they are met. Identify other Invesco products in which our clients might have an interest in order to create new business opportunities
Coordinate & work with Legal, Institutional Support, Transitions Team, marketing & other internal Invesco departments, ensuring we provide effective client service & communication. Develop & maintain relationships with all appropriate Invesco teams
Self-motivated, disciplined, organised and flexible
Resilient and decisive

Client Support Manager Resume Examples & Samples

Provide on boarding/enrollment support for business development sales reps – primarily the Global Platform
Responsible for the accurate completion of sales packets and customized client information packets
Researches activation and achievement impediments that impact revenue cycle
Communicates with a variety of decision-makers to evaluate needs and propose solutions
Remains knowledgeable of company's products to facilitate sales efforts
Maintains electronic sales records and other administrative duties as required
Demonstrated ability to communicate with all levels of leaders (written, voice, and in person)
Ability to multi-task and keep a strong attention to detail
Demonstrated Global Platform experience
Demonstrated implementation management experience
Bachelor’s degree; (in lieu of BA/BS degree must possess minimum AA/AS degree and minimum 3+ years of merchant service experience)
Demonstrated knowledge of Microsoft Office (Excel, Word, etc)
Familiarity of PeopleSoft and Salesforce.com
Bank and/or financial services industry relationship experience

Client Support Manager Resume Examples & Samples

Some technical/operational background and understanding of how a credit/debit card transaction flows through the payment system as well as a general understanding of the electronic payments industry
Strong history of data reporting, analysis and presentation development skills
Advanced knowledge and experience with Excel & Power Point
Proven history/aptitude to work with internal software systems such as Salesforce, Tableaux and project management software

Regional Client Support Manager Resume Examples & Samples

Excellent understanding of CMB’s Onboarding and KYC processes
Proven experience of leading the delivery of excellent customer service, proactively looking for innovative ways to improve service delivered to customers
A comprehensive understanding of risk management and proven experience of ensuring compliance with relevant regulatory processes
Strong interpersonal skills with highly developed capacity to influence others
Ability to prioritise and work independently under pressure

Client Support Manager Resume Examples & Samples

First- and second-tier support for our various products
Interaction with clients and various internal engineering teams to drive problems to resolution quickly
Diagnose, solve and provide root cause analysis for application errors, data problems, and/or network issues
Manage remote software installations and upgrades
Manage a small team of support personnel across global geographies
Maintain knowledge base of support and troubleshooting procedures
Ability to deploy and support applications on various platforms and environments
Build and maintain successful client relationships
Deep sense of ownership and commitment

Client Support Manager Resume Examples & Samples

The primary objective for this role is to lead and motivate the Client Support team to ensure they deliver the best client service possible while ensuring proper policies and procedures are maintained
You will be responsible to deliver on KPIs: SLAs and NPS are key to understanding the current state of Client Support and it is vital these are both delivered to expectations
Act as the first point of escalation when clients aren’t receiving the service expected
Able to build strong relationships with our clients, understanding how they are using our tool and ensuring they are getting the best ROI
Strong inter-departments communication skills with an understanding of what the other departments do including Managed Services, Professional Services, R&D to ensure clear communication channels on projects, outstanding issues and bugs are managed and timelines are kept
Experience in managing a client services team, 3-5 years
Strong understanding and experience, 6-7 years, of Client Support mentality and processes
Proven ability to develop team members to get best result and build a Centre of Excellence
Ability to learn the product and willing to get “hands-in” working tickets as well as managing the regional team
Experience supporting analytical/reporting software
Understanding server configurations, Windows infrastructure and network configurations
Knowledge of .NET, PowerShell, SQL

Executive & Client Support Manager Resume Examples & Samples

Provide executive level support to the Partner and Director (PPD group) to include Outlook Calendar management, Inbox management, Deloitte applications support, including time and expenses
Draft client correspondence and interact with clients as directed
Arrange meetings, travel and conferencing
Provide marketing and proposal support including maintenance of email distribution lists, team resumes and qualifications
Support the creation of marketing materials and proposals
Manage key relationships with client and internal stakeholders
Support the International Lending Agency Center of Excellence through communication and proposal support
Act as project manager for major Requests for Proposals (RFPs) by maintaining a database and schedule for RFPs and following up with the team to meet delivery deadlines
Administer and manager contracts with International Lending Agencies, sub-contractors and inter-Deloitte firm to ensure compliance and timely administration
Bachelor’s degree in business related area or equivalent experience
8-10 years relevant experience as an Executive Assistant and / or project management in a professional services firm is required; Experience in a consulting support background is preferred
Exposure to Public sector consulting support, including contract administration considered an asset
Advanced Microsoft Office Skills (able to create pivot tables, data analytics, excel spreadsheets)
Ability and demonstrated history to interact with “C” Suite executives
Experience with MS Project
Ability to prepare presentations including charts, graphs and tables, speaker notes and handouts
Ability to understand, impact and influence a diverse stakeholder group
Ability to multi-task for a complex, virtual team across multiple countries and time zones
Able to supervise, direct and review results of assignments, projects and programs
Effective organization skills, time management and strong attention to detail
Ability to work well in a culturally diverse team-oriented environment

Intermediary Client Support Manager Resume Examples & Samples

Manages staff. Provides guidance, training and motivation as necessary to develop staff. Hires, evaluates and counsels crew. Follows corporate disciplinary procedures per established Vanguard standards as required. Sets performance standards, reviews performance, provides feedback, and recommends wage increases in accordance with all applicable Human Resources policies and procedures
Oversees the daily operations of the intermediary client support team, including managing support capacity, client and broader book of business issues, and relevant regulatory and compliance requirements. Keeps the Mutual Fund Administration management team updated as it relates to book strategies, client trends, and relevant operational issues
Partners with Intermediary Account Managers to define, manage, and refine (as needed) the book of business strategies. Takes the lead on assessing the internal and external landscape to define book of business strategies for the department and client base
Participates as a key contributor in defining and implementing business plan objectives for the Intermediary Client Account Management department
Partners with key business contacts in FAS and across the enterprise to identify and resolve issues associated with FAS Intermediaries and Vanguard clients. Proactively builds relationships to ensure support for clients’ needs
Develops recommendations and executes on action plans related to book strategies and general process improvements
Understands the needs and expectations of internal and external clients (including Intermediary Client Account Managers) and ensures that the staff are trained to meet their needs
Undergraduate degree or equivalent experience required. Graduate degree preferred
Ability to obtain FINRA registered Series 6 & 26. Can keep Series 7 & 24 in lieu of 6 & 63 if already licensed
Minimum 5 years general experience and 5 years industry. Supervisory or management experience preferred
Effective interpersonal skills and proven ability to develop staff
Ability to work effectively with various levels of management and across business lines
Experience in client-facing position preferred
Understanding of operational environment preferred
Knowledge of mutual fund industry preferred
Experience with relevant systems/applications preferred
Potential for travel as needed

Client Support Manager Resume Examples & Samples

Integrations
De-integrations
Statement reviews
Pricing questions
Inventory, warehousing, freight, fulfillment and returns questions
Audits
EBook processes
Sales transaction issues
General service-related questions including contractual issues and concerns
Systems support and ad hoc training

Client Support Manager Resume Examples & Samples

Partnering with internal areas, such as Financial Crime, Enhanced Due Diligence (EDD) and the Risk Assessment Unit (RAU) and making the appropriate challenges and negotiations in line with policy,
Exercising judgement and autonomy to ensure the appropriate level of diligence is undertaken and complex KYC cases or issues are resolved
Proactively initiating contact with clients, including senior management and company representatives of global institutions
Managing a workflow of clients ensuring that tasks are prioritized and balanced to meet the demands of the business
Acting as subject matter expert in KYC and promote a greater understanding of operational controls within the business teams in order to embed a risk aware culture
Identifying opportunities for continuous improvement within the wider business and work with team leaders, clients and internal partners to improve processes
A track record of delivering results through building strong customer relationships
Confidence, with experience in identifying and satisfying client service needs
Being digitally astute and pro-active with self-development
Strong interpersonal skills with experience in managing internal stakeholders
Planning & organisation skills with initiative and the ability to multi-task
An understanding of corporate banking products and services combined with experience in a control and rigour environment, including risk management
Being qualified or working towards a Financial Professional study qualification, preferred
Online Assessments (60mins): We'll then ask you to complete three online assessments. You’ll also receive an email with a link to the assessments so that you can complete them when it suits you best. Our assessments are carefully designed to measure the skills and capabilities necessary to be successful in our roles, but they'll also provide you with some insight into what our roles entail

Client Support Manager Resume Examples & Samples

Manages national and/or regional accounts as assigned for reoccurring national customers to include proactive communication and weekly/monthly contact. Handles direct interaction with Franchisees and/or customers
Plans and executes sales strategies for the service line on a national basis to high volume clients
Sells additional services to meet current customer business needs
Handles issue resolution, tracking, and reporting by using sales software and analyzing customer issues
Organizes and coordinates resources for RFP response, including Franchisee involvement
Coordinates, prepares, and edits customer presentations and other customer related collateral
Works with sales team to implement new national accounts, such as site selection, bidding, and implementation
Maintains and distributes new customer information
Develops and implements processes and procedures for sales and systems to support sales activities
Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading

Executive Assistant / Client Support Manager Resume Examples & Samples

Providing assistance to customers in ensuring ease of running day-to-day operations ( in a typical Business Accelerator setup)along withCoordination of office activities and operations, to secure efficiency and compliance to company policies
Manage phone calls and correspondence (e-mail, letters, packages etc.)
Creates and revises systems and procedures by analyzing operating practices, record-keeping systems, forms control, office layout, and budgetary and personnel requirements; implementing changes
Track stocks of office supplies and place orders when necessary
Submit timely reports and prepare presentations/proposals as assigned
3-5 years experience as a Customer Support / Service Executiveor relevant role with Gov Con background
General Office Management experience
Outstanding communication and interpersonal abilities

Client Support Manager Resume Examples & Samples

Lead a team of support professionals to provide an exceptional client experience resulting in a decreased average speed of answer, increased first contact resolution, and increased client satisfaction
Mentor, coach, and develop individual contributors to increase their effectiveness as well as employee engagement
Work across departments to modify processes and policies to improve the client experience
Manage and diffuse client escalations, using them as an opportunity to turn those clients into promoters of AcademicWorks/Blackbaud
Enhance existing proactive support strategies and develop new strategies to improve client interaction and overall client success
Manage all aspects of product releases from a support perspective to deliver a quality client experience while eliminating volume increases
Managing all aspects of the support team
Being available to your team for any assistance they may require including case escalation, client complaints, and process and workflow guidance
Addressing all performance areas promptly and consistently, identifying the root cause of any performance issues, and creatively assisting your team in developing these areas
Ensuring we respond to client requests in a timely manner and resolve client issues in the most efficient and effective way resulting in best in class satisfaction scores
2 years of experience successfully serving as a Team Manager or a Support Lead at AcademicWorks/Blackbaud or equivalent experience in a leadership position elsewhere
Proven experience driving case deflection and/or managing employees
Strategic leadership
Proven ability to drive results and influence across departments

Client Support Manager Resume Examples & Samples

Experience managing WMS Implementations
Experience managing external clients
All candidates must have clear and strong communication
Candidates must not require sponsorship
All candidates must sit on site, no remote work is allowed

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