We're looking for a full-time Customer Support Manager for the North Carolina team! This person will be responsible for delivering a high level of quality service to our clients by performing advanced trouble shooting and analysis, collaboratively working with our development team to ensure a fulsome delivery of our products, educating the end users, assisting with migration from their current solutions, and managing the customer support team.

Responsibilities Include: 

• Manage and Support Team: Lead the customer support team, providing ongoing education and support.
• Enhance Customer Satisfaction: Identify opportunities to improve customer satisfaction and strengthen relationships.
• Product Development: Communicate needed product workflows and enhancements for development.
• Streamline Migrations: Introduce methods to streamline migration to SylogistEd solutions.
• Generate Sales Opportunities: Identify customer needs for add-on license sales.
• Collaboration: Partner with internal stakeholders to ensure a great customer experience.
• Market Trends: Stay updated on trends and KPIs impacting customers in SylogistEd's key markets.
• Feedback Sharing: Share market feedback and best practices with internal teams.
• Customer Communication: Identify and coordinate customer communications with the Director of Customer Success.
• Issue Analysis: Analyze and report application issues and errors.
• Feature Testing: Test new application features and report issues.
• Feature Requests: Share feature requests and workarounds with the team.
• Customer Education: Provide education through webinars or in-person sessions.
• Documentation and Training: Create and oversee documentation and training videos.
• Customer Follow-up: Ensure customer issues/questions are resolved.
• Team Performance: Ensure the support team provides timely and quality resolutions.
• Real-time Queue Management: Manage the support queue, adjust resources, and review metrics to maintain response and resolution times.
• Support Specialist Duties: Perform Support Specialist responsibilities as needed.
• Team Meetings: Conduct regular team meetings to share learnings, trends, and suggest documentation topics.
• Recruitment and Coaching: Assist in selecting and onboarding new Support Specialists and provide ongoing coaching and performance feedback.

What We Look For in You

• A bachelor’s degree and a minimum of 3 years’ experience in a North Carolina business office is preferred.
• Knowledge of education markets and software solutions is a plus.
• Analytical and process-oriented mindset, coupled with excellent communication (written/verbal) and presentation skills.
• Ability to work well under pressure.
• Highly organized, self-driven and eager to provide a superior customer success experience.
• Strong analytical and problem-solving
• Organized, sharp, detail-oriented, and able to multi-task in a fast-paced environment.
• Takes initiative to research software related inquiries/problems and determine the best applicable resolution.
• Willingness to independently and continuously improve technically
• Microsoft Office skills, especially Microsoft Excel and PowerPoint, are required.
• Ability to travel