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Customer Service Manager

IQ Talent Solutions
Job LocationBirmingham
EducationNot Mentioned
Salary40,000 - 45,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Customer Service ManagerPermanent - Up to £45,000 Salary + benefitsBirmingham - Hybrid Structure The Role:A leading technology firm are looking for a Customer Service Manager with experience working in a SaaS environment. The Customer Service Manager will be responsible for building and leading a sustainable and successful customer service process which providessupport to both product (SaaS) and custom client solutions.Profile/Professional Experience:

  • Experienced in working in a SaaS environment
  • Experienced in implementing processes and procedures to deliver customer support services.
  • Knowledgeable in using a modern service management system (Zendesk experience is desirable)
  • Responsible for measuring service success and SLAs through data and reporting
  • Develop, implement, and maintain relevant support guidelines, processes and procedures which contribute to improving the customers experience and reducing support related issues.
  • Build collaborative relationships with the wider cross-functional team to coordinate support activities and enable continuous improvement
  • Excellent customer communication, customer service and relationship building skills.
  • Coaching, mentoring, and organisation skills are essential
  • Ability to liaise at a technical and non-technical level
Keywords: CRM, support, customer, support, manager, success manager, CSM, SaaS, client, customer, leadership, project management, SLAs, Zendesk, improvement, analytical, stakeholders.

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