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Technical Services Manager

Clarke Recruitment Solutions
Job LocationStaines-upon-Thames
EducationNot Mentioned
Salary£35,000 - £45,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

My client is looking for a Customer Service & Onboarding Manager who is passionate about driving adoption, and providing exceptional service and support to customers in the B2B commercial sector.This role is a unique opportunity to build and shape a best in class customer engagement function for a brand new platform working in partnership with large scale Multination partners.The role will form part of a X-functional Customer engagement team spanning:

  1. Inside Sales
  2. Tele sales
  3. Onboarding
  4. Level 1 and 2 Customer Support, the candidate will have a core focus on 3 and 4, however will need to appreciate the end to end customer journey from 1-4.
The ideal candidate is one that wishes to be responsible for building a function to world class standards and has had a background in:
  • Customer facing pre-sales / customer service roles that posses a passion for software apps, and technology or technical or finance that has found the client service and market facing world more attractive
    • The successful applicant will join a dynamic and fast-paced environment and work with cross-functional teams to design, build and manage operational processes that deliver the vision, meet growth and service targets / response and resolution times / SLAs and CSAT commitments.Responsibilities:Gain a deep understanding of our partner, customer experience, identify and develop operational methodologies, and processes to service customers exceptionally agreed targets and timelines.
  • Creating buy-in for the technical service vision both internally and with key external partners to deliver on strategic goals of adoption, customer services and SLA adherence
  • Develop support processes, as well as self service knowledge base toolkits that support the value and positioning strategies platform in a cost effective, self service, fashion
  • Achieve high levels of user support satisfaction, by maintaining ownership of the end to end problem & incident management lifecycle
  • Work closely with the Product Management and Service Management team to identify GAPS in deployment and the platform and actively participate in design and testing of product and process changes
  • Scope and prioritize activities based on business and customer impact, while ensuring SLA success
  • Develop knowledge management programs including internal and external training
  • Monitor the performance of support service and report on performance both internally and externally
  • Ensure the platform change management process is suitably coordinated with partners and their end customer to minimize change management issues
  • Define, and own customer communications
  • Own and manage the customer support contractual obligations
  • Act as a product evangelist to build awareness and understanding
  • Represent the company to the market
  • Own and manage the support process and system
    • Must-Haves:Proven work experience in one or more of:
  • Customer Service
  • Technical Support
  • Training
  • Project Management
  • Telesales
  • Business Travel
  • Finance / Accounting
  • Office Administration/Office Manager
  • Strong customer service and support focus with a desire to deliver a high-quality
  • service on an international level
  • Strong technical interests / desire to learn and/or have hands-on experience in use of
  • B2B SaaS applications
  • Strong problem-solving skills and willingness to roll up ones sleeves to get the job
  • done, with a can-do attitude
  • Confident working effectively with cross functional teams in a matrix organization
  • Excellent written and verbal communication skills in English
  • Exceptional customer facing and problem-solving skills
  • Graduate degree or +3 years business working experience
  • Flexible in working outside of core business hours at short-notice and open to home working as and when needed is essential
    • Desirable:Experienced in Problem and Incident Management in an ITIL environmentExperience in one or more of the following technology industries:o B2B or B2C Financeo B2B or B2C Payments / Online Paymentso P2P (Procurement)o Business Bankingo B2B Travel Industryo Commercial Card technology exposureExperience in one or more of the following technologies:o Jira / Confluence Administration, Configurationo Finance / Tax & Account Practiceso International working specifically; US and across Europe with business technologieso Technical degree/qualificationo ITIL Problem Management CertificationExperience implementing and configuring support systems Required skills
  • Account Manager
  • Customer Service
  • Finance
  • Office Manager
  • Project Management
  • Technical Support
  • Technology
  • SaaS
  • Sales Support
  • Client Facing
  • Technical
  • Pre Sales

    • Keyskills :
    Account Manager Customer Service Finance Office Manager Project Management Technical Suppt Technology SaaS Sales Suppt Client Facing Technical Pre Sales

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