Customer Support Manager - SaaS

Customer Support Manager - SaaS - Newcastle / Hybrid - Competitive Salary & Benefits

We’re on the hunt for a highly motivated, energetic and client focused Customer / Client Support Manager, with experience in a SaaS or business information organisation, to join a fantastic company as their Customer Support Manager.

Joining an ambitious and successful organisation, the Customer Support Manager will lead client support teams based in both Bournemouth and Newcastle, so the flexibility and ability to travel between the two offices is required.

We’re looking for someone strategic and business minded, yet with a highly personable nature and the experience to mentor and develop your teams to ensure client satisfaction and qualitative and quantitative targets are exceeded. You will be responsible for shaping the strategy and delivery of client care, so experience of strategic planning would be highly beneficial.

What’s on offer:

This is a fantastic opportunity to join a highly successful organisation. Our client is offering a competitive basic salary and a great benefits package which includes 25 days annual leave (plus your birthday day off), pension, life assurance and income protection, employee assistance programme, learning and development opportunities - and more!

Location: For this role, you could be based near Bournemouth or Newcastle, with frequent travel between the UK offices. Hybrid working is available with 3-4 days in the office per week.

Key responsibilities as the Customer Support Manager will include:

• Improving client retention through excellent customer service experience
• Developing and maintaining proactive client processes, onboarding and training to maximise client satisfaction at all times
• Managing client issues and following problems through to resolution
• Developing client service procedures, policies and standards
• Managing teams in different locations and ensuring excellent standards of support are maintained
• Recruiting, mentoring and developing team members
• Managing all records and documenting all customer service actions and discussions
• Managing budgets

What we’re looking for:

• Proven experience in similar Customer Support / Service Manager, ideally in a SaaS or Business Information organisation
• Strong management skills and knowledge of management methods and techniques
• Ability to mentor and train team members to ensure excellent standards of customer support are provided
• Ability to manage resources and utilise assets
• Proactive problem solver
• Experienced in using customer service software, databases and tools
• Strategic, professional and motivational team leader
• Professional, confident, proactive and flexible approach to work
• Results driven with strong client focus
• IT literate with excellent MS Office skills and experience of Salesforce
• Willingness to travel between UK&I offices

Interested in this Customer Support Manager opportunity?

If you have the skills and experience that we’re looking for, then we want to hear from you ASAP!

Please ensure your CV showcases your full capabilities and experience and submit it, quoting ‘DH - Customer Support Manager’