RESMAN Manager Customer Support Salary in the United States

SUMMARY:

At ResMan, we are a dedicated, inventive, and passionate customer focused team determined to change the way multifamily professionals interact with their software. Our enterprise class platform continues to garner enthusiasm and advocacy from multifamily leaders because we not only create software people love, we champion the cause of our customers and partners in the industry.

The Manager, Customer Support is responsible for all post-sales customer support activities. The Manager will develop and manage ResMan’s incident and service request management process. Additionally, the position will be responsible for the coaching, development, and management of our Support team. 

ESSENTIAL FUNCTIONS:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Manage and oversee Customer Support Team including setting objectives, managing performance, and providing feedback as needed.
• Ensure Customer Support resource readiness to meet organizational objectives and growth by owning all aspects of post-sales support, working with other teams/departments as needed.
• Create/Modify support processes (especially incident, service request, and problem management processes), materials, KPIs, monitoring, and controls as needed. Provide regular status updates on support activities.
• Maintain Customer Support tooling - including Salesforce CRM, Service Cloud, and ResMan Support Environments.
• Continually improve Customer Support service offerings. Understand strengths and opportunities and develop service improvements to maximize the impact Customer Support has on delivering excellent customer experiences.
• Ensure customers gain value from product and services placing a premium on customer retention.
• Consult clients on best practice methodology as well as specific industry related practices to maximize value.
• Handle all customer escalations.
• Performs any other job duties as assigned

QUALIFICATIONS:

• Bachelor’s Degree in Business Management, MIS, or Communications

• 5+ years managing client facing Support role for a SaaS based technology company

• Proficiency with Salesforce.com; ability to produce professional presentations, reports and analysis for management.
• Experience with NewVoiceMedia and/or other customer contact platforms
• Excellent oral and written communication, organization, and presentation skills with customer centric approach
• Analytical business thought process with the ability to present a plan and create deliverables while building confidence and trust with clients.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Belief and Commitment to ResMan’s Core Values:
  • Own What You Do - You commit to individual accountability and fulfilling our vision
  • Believe in the Impossible - We believe everything is possible through creative thinking and exceptional effort.
  • Win Together - We consistently deliver outstanding results through collaborative, supportive and trusted relationships