About Centerbase
At Centerbase, you’ll get the best of both worlds: the fast-paced dynamo of startup-esque growth with the additional stability of a larger company. At our core, we provide legal software to mid-size law firms, helping them to meet the modern expectations of clients and legal professionals while reaching their optimal productivity and profitability levels. As a company, we look at ourselves as more than merely providing a software platform. We come to work daily dedicated to streamlining the client lifecycle, providing ingenuity and commonsense measures for both attorneys and their clients.
Our belief and commitment are built on 3 Centerbase core values:
Own it with Action, Better Every Day, Win as One
Summary
The Manager, Customer Support is responsible for all post-sales customer support activities. The Manager will drive innovation with people, process, and technology to create the best customer experience. Develop and manage Centerbase incident and service request management process. Additionally, the position will be responsible for the coaching, development, and management of our Support team.
Responsibilities
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 Centerbase 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.
- Leverage Salesforce and other technology to create efficiencies and reduce response times
- 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.
- Partner with Product and Development teams on systems issues
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.
- 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)