Global Support Manager

1 week ago

Sydney, New South Wales, Australia Morae Global Full time

Job Title: Global Support Manager
Department: Legal Tech Consulting
Reports to: UK Managing Director - Legal Technology Consulting
Employment Type: Full-Time Hours

**About the Role**:
The Global Support Manager is responsible for building and maintaining excellent client relationships, serving as a point of escalation for service issues and improvements. This role requires a proactive approach to ensure that services are delivered to a high standard and that client expectations are consistently met.

You will report to the Managing Director - DT Document Management, collaborating globally with product, sales, marketing, and professional services teams to ensure that Morae retains a referenceable and profitable customer base, delivering an exceptional customer support experience.

**Responsibilities**:

- Manage a global support team delivering 24x7x365 support services to Morae customers.
- Ensure that the support team have the processes and procedures in place to deliver a high standard of support services to customers achieving Service Levels.
- Manage a continual improvement process for all support processes in line with customer requirements and support offerings.
- Monitor support KPIs and SLAs, ensuring that the Support team are working to achieve expected levels of excellence.
- Managing customer escalations for service-related issues and reviewing / implementing procedures to reduce risk of repetition.
- Driving continuous improvement in service levels.
- Work closely with the Support Team Leads to review technical documentation used to support customer environments, and ensure they are of a high quality, accurately representing the relevant technical information for the customer supported environment.
- Review service failures and produce incident reports when required and validate.
- Working with internal teams to develop support offerings to meet customer requirements and increase support revenue.
- Manage the support services delivered to customers to maintain renewal revenue.

**Key Performance Indicators**:

- Maintain Service Level Agreement
- Maintain ARR for Support services
- Revenue expansion for Support services
- Monitor & manage Customer Satisfaction Score

**Requirements**:

- Bachelor's Degree or equivalent experience.
- Experience working in customer-facing environment.
- A customer-oriented mindset; wanting to achieve or exceed customer expectations.
- A passion for learning new technologies and how to utilize them in a customer-facing environment.
- Exposure to working in a collaborative environment and owning customer relationships.
- Organizational and coordination skills with the ability to manage multiple customer relationships simultaneously).
- Be a strong communicator with the ability to articulate ideas, provide feedback and engage with customers at the same time as listening to the customer challenges.
- A proactive mindset to identify issues and find effective solutions quickly.

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