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Client Support Manager (2)
Allengers Infotech
Chandigarh, IND
Full-time
Mid · 7+ years experience
Onsite
Discovered 3 weeks ago
CRM softwareITSM toolsHelpdesk software
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Role Overview
As a Client Support Manager, you will be responsible for overseeing both the client support operations and the technical support team. This dual role requires managing client relationships and resolving technical issues, ensuring our clients receive outstanding support and service at every interaction. You will play a crucial role in balancing client needs with technical solutions to maintain high client satisfaction and retention.
Key Skills for This Role
CRM softwareITSM toolsHelpdesk software
Full Job Posting
Role Overview
As a Client Support Manager, you will be responsible for overseeing both the client support operations and the technical support team. This dual role requires managing client relationships and resolving technical issues, ensuring our clients receive outstanding support and service at every interaction. You will play a crucial role in balancing client needs with technical solutions to maintain high client satisfaction and retention.
Responsibilities
- Lead and manage the client support and technical support teams to provide exceptional service and resolve issues efficiently.
- Develop and implement client service protocols and technical troubleshooting guidelines to ensure consistency and quality across all interactions.
- Collaborate with the sales, product, and engineering teams to ensure seamless client onboarding, product integration, and continued satisfaction.
- Monitor client and technical support interactions and feedback to improve service delivery, client satisfaction, and product enhancements.
- Analyze client data and technical support metrics to identify trends and develop strategies to improve support services and client retention.
- Handle complex client and technical issues and escalations, providing solutions that align with both client needs and company policies.
- Conduct regular training sessions with both support teams to ensure they are equipped with up-to-date product knowledge, client service skills, and technical troubleshooting abilities.
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