Software Support Manager jobs in Provo, UT

About Rain:

Manager of CS Role Overview:

Manager of CS Duties:

• Lead and manage a team of Client Support Representatives, providing coaching, mentoring, performance management, and more
• Develop and implement strategies to improve customer satisfaction and loyalty, including implementing new support processes and tools
• Monitor and track key performance indicators (KPIs) related to client support, such as average response time, resolution time, and customer satisfaction scores
• Identify and resolve customer issues promptly and effectively, ensuring that clients are satisfied with the resolution
• Train and develop Client Support Representatives on Rain Retail Software products, policies, and procedures
• Control complex issues from the team, ensuring that all client needs are met
• Manage client relationships, building rapport and trust with clients
• Stay up-to-date on industry trends and best practices in customer support

Qualifications:

• Bachelor's degree in business administration, or a related field
• 3 years of experience as a client support manager or manager of customer service role, with a proven track record of success in leading, motivating, training and managing teams
• Deep understanding of client support and the client experience principles and methodologies, including problem-solving, communication, and relationship-building
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients
• Ability to work independently and as part of a team, with a strong work ethic and attention to detail
• Proficient with cloud-based collaboration tools like Microsoft, Google, Salesforce, etc…
• Experience with Rain Retail Software products and services is a plus

Our Benefits:

• The best company culture around! (Top Place to Work Award in Utah)
• Opportunities for advancement within our organization
• Company activities such as Lagoon day, movie nights, and dinners!
• A stocked kitchen is waiting for you
• Employee Referral Program, earn money for referring your friends (Who doesn't like more money?)
• The ability to earn additional bonuses and incentives
• Generous Paid Time Off and Holidays too
• Great Medical, HSA, Dental, Vision, Life Insurance, and a 401k