Job Description - Customer Support and Training Manager

Dette er et eksempel for rollen som Customer Support and Training Manager

Job Description

Customer Support and Training Manager


Job purpose summary

The Customer Support and Training Manager leads the customer support operations and technical training programs. You are responsible for developing and implementing strategies to optimize customer service operations, ensuring that customers receive timely and effective support across all channels, as well as overseeing the development and delivery of technical training to customers and sales teams.

Key responsibilities

  • Develop and implement customer support strategies that optimize service levels, reduce response times, and improve customer satisfaction
  • Manage a team of customer support representatives, providing coaching, mentoring, and performance feedback
  • Monitor and analyze customer support performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take corrective action when necessary
  • Develop and maintain strong relationships with key customers, ensuring that their needs are met and that they receive high-quality support
  • Identify and implement process improvements that enhance efficiency and reduce costs across the customer support function
  • Collaborate with other departments, such as product development and marketing, to ensure that customer feedback is integrated into the development of new products and services
  • Ensure compliance with all regulatory requirements related to customer support, including privacy and security regulations
  • Manage customer support technology platforms, such as ticketing systems and chatbots, ensuring that they are optimized to meet customer needs
  • Develop and oversee technical training programs for customers and sales teams, including training materials, presentations, videos, seminars, and application notes
  • Collaborate with other departments, such as engineering, to ensure that training programs are aligned with product development and customer needs

Qualifications

  • B.Sc. or M.Sc. or higher in a relevant field
  • Strong combination of technical competence and business and customer orientation

Person-profile

  • Self-driven, energetic, and ambitious
  • Creative and visionary with a focus on data-driven decision making
  • Strong analytical and systematic thinking
  • Efficient and able to make fast decisions
  • Quality conscious and reliable
  • Excellent written and oral communication skills
  • Proven ability to build strong relationships with partners and 3rd parties
  • High level of integrity and good leadership skills.

Reporting to:

Director of Customer Success

Estimated travel activity:

15-20 days per quarter

Job Description - Customer Support and Training Manager, Rev 1.0

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Job Description - Customer Support and Training Manager

Dette er et eksempel for rollen som Customer Support and Training Manager

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