Customer Support Manager

About CM Group

CM Group offers a suite of world-class martech solutions that help marketers create and foster relationships with consumers across the entire customer lifecycle. CM Group now includes Campaign Monitor, Emma, Vuture, Liveclicker, Sailthru, Selligent and Cheetah Digital. By joining together these leading solutions, CM Group offers a variety of relationship marketing use cases that can be used by marketers at any level. Headquartered in Nashville, TN, CM Group has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.

The Customer Support Manager is responsible for ensuring that our Technical Support Specialists are equipped with the tools, knowledge, and skills to provide an amazing customer experience. The Customer Support Manager should take ownership of our company vision and departmental goals, and utilize and improve on our internal processes to create efficiencies and ultimately help lead our customers to success with our product. The Customer Support manager reports directly to the Director of Global Support.

Leadership Responsibilities- People and Culture- Creates a customer-centric way of doing things within the support team-
- Provides mentorship and deliver training on best-in-class support techniques and processes-
- Recruits, develops, and nurtures talent; focuses on the engagement, training, and retention of high potential and high-value employees-
- Motivates and inspires employees to deliver a memorable customer experience-
- Leverages words, actions, decisions, and methodologies help to promote the company’s values-
- Execution and Productivity- Continually evolves operational processes that make support easy to work with-
- Ensures escalations are handled in a timely, efficient, and proactive manner-
- Constantly leverages opportunities for continuous improvement in performance and process-
- Collaboration- Ensure team is aptly represented in key meetings with adjacent departments-
- Encourages and promotes cross-functional communication and problem solving-
- Shares insights internally that lead to an improved customer experience-
- Accountability- Drives accountability by managing to key performance indicators with ambitious targets-
- Use data insights to manage team and individual performance-
- Ensures the right outcomes are being achieved in the agreed-upon timing-
- Innovation- Use technology in the creation of an intelligent Knowledge Base content system and other self-service tools to create efficiencies for employees and create a better customer experience.-
- Own procurement of new Support tools as required, including vendor assessment, systems, and tools migrations, and oversight of problem-solving/risk mitigation pertaining to systems scaleCritical Competencies- A confident and personable leader who has excellent communication skills and understands the core principles of client support and customer experience.-
- 3+ years of Technical Support management or in a similar role- Works gracefully under pressure- SaaS support experience is highly preferred- Strong time management and organizational skills- Comfortable having tough and productive discussions when appropriate- Ability to think and respond strategically and thoughtfully, even when circumstances are chaotic- Ability to give customers confidence about our service- Clear communicator in written and verbal communications- Ability to adjust and adapt to changing scenarios and handle multiple projects at once- Strong sense of ownership and accountability- Strong data analytics abilities- Ability to communicate with executives and senior stakeholders both within the company and within customer organizations- Team player mentality- Positive attitude, high energy, and an eagerness to learn- Ability to perform under pressure and meet deadlines- A passion for leveraging technology to create successful customer experiences

What are the perks?- Remote-first position, or work from our amazing Sydney office if you prefer- Open Time Away & Birthday leave- Flexible work hours- Snacks, drinks options, free lunches twice a week and barista coffee when you are working in our Sydney office.- Weekly personal fitness sessions- Salary Continuance and Life Insurance
- CM Group _
- provides equal employment opportunity without regard to an applicant's race, sex, pregnancy, sexual orientation, gender identity or expression, genetic information, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status._