8 Performive Jobs near me
Performive is Hiring a Customer Support Manager Near Marietta, GA
Location: US Based, Remote
Job Type: Full-time
About the Company
Mid-sized companies across the globe are faced with changing internal processes and customer expectations. With limited internal IT staff and fixed budgets, delivering on these expectations can quickly become an impossible challenge.
At Performive, we specialize in partnering with growing Mid-sized companies by delivering secure, VMware-based cloud solutions with on-demand engineering resources and 24/7/365 Devoted Customer Support. To meet our customers' needs through our VMware cloud solutions, data protection, and managed security services. With a consistent global platform to leverage, these medium-sized businesses now have access to solutions that will simplify their day-to-day operations. Our customers' internal IT teams are now fully focused on driving innovation and business solutions in this demanding, ever-changing, technology-focused era.
We are looking for a driven, highly motivated, and experienced Support Manager who shares our values of motivation, customer focus, and integrity to our Customer Support team.
If you have multiple years of experience managing and developing exceptional customer support teams and a passion for continuously improving service delivery through scalable processes, we look forward to hearing from you!
As a growing, globally oriented company, we offer a relaxed work environment and great benefits.
Job Title: Customer Support Manager - Global IT Managed Service Provider (MSP) at Performive
Overview
As the Support Manager at Performive, you will be instrumental in ensuring the operational effectiveness of our 24/7/365 Support Team. This role requires a confident leader with a strong aptitude, patience, and a proven track record of experience mentoring and developing Support teams, fostering deep customer relationships, and proactively championing customer issues and concerns.
Responsibilities
- Manage 24/7 scheduling, service quality, performance management, and continuous performance improvement of the Performive Support team to consistently deliver exceptional customer service.
- Recruit, train, and develop high-performing global support teams comprised of remote onshore and offshore team members.
- Cultivate a positive, collaborative, customer-centric, and global team culture with effective communication and a focus on exceptional customer outcomes, accountability, and mutual respect.
- Utilize technical expertise and coaching skills to guide the resolution of complex support issues.
- Maintain performance metrics for high customer satisfaction and operational efficiency.
- Collaborate with other departments for continuous service improvement and elevated customer experience.
- Develop and implement continuous training and career development strategies.
- Promote a culture of mutual respect, accountability, honesty, and continuous improvement.
- Distill best practices for scalable service delivery, efficiency, and customer retention.
- Build and maintain alignment with internal stakeholders in pursuit of team and company goals.
- Previous experience with ConnectWise CRM, Hudu Documentation, Bright Gauge, MSPCFO, Project Management, or Managed Services Providers.
- Technical understanding of VMware, AWS, Azure, Linux, Windows Server, DNS, or other Virtualization Platforms.
- Experience building and developing world-class Customer Support teams comprised of US-based, international, and remote engineers.
- 3 years of experience managing remote 24/7/365 customer support teams, preferably for MSP or SaaS technology providers.
- Demonstrated ability to recruit, train, and lead high-performing technical support teams.
- Experience in customer satisfaction measurement and improvement strategies.
- Metrics mindset: Ability to build dashboards and use KPIs to measure success.
- Expertise in handling customer escalations and resolving complex technical issues.
- Solid understanding of knowledge management best practices (AQI, SEO, Curation).
- Proven track record of performance management through metrics tracking.
- Excellent communication and interpersonal skills.
- Ability to thrive in a fast-paced and dynamic environment.
- Comfortable adapting to a rapidly changing business environment.
Performive is proud to be an equal opportunity employer.
Job Summary
Full Time
$86k-112k (estimate)
05/04/2024
05/20/2024
The following is the career advancement route for Customer Support Manager positions, which can be used as a reference in future career path planning. As a Customer Support Manager, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Manager. You can explore the career advancement for a Customer Support Manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Support Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Support Manager job description and responsibilities
Customer support managers lead teams of customer support specialists to ensure that clients receive assistance with the technical aspects of products or services.
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Customer Support Managers listen to the needs and desires of customers and lead a team of Customer Service Representatives.
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They are responsible for overseeing teams of Customer Service Representatives.
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Customer Support Managers build and nurture profitable relationships with old and new customers through excellent customer service with the help of customer service representatives.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Support Manager jobs
A good CSM have the affinity for multitasking with precision.
02/20/2022: Cincinnati, OH
They also had a thorough knowledge of legislation pertaining to consumer protection.
02/09/2022: Charlotte, NC
Customer support managers must also create an environment where employees feel valuable to the organization.
04/11/2022: Lancaster, PA
The customer support manager must be able to work with people with different needs.
04/06/2022: Vineland, NJ
As a Customer Support Manager having the right customer service skills and traits don't only make for happier customers, they also make the job more fun.
02/03/2022: Fayetteville, AR
Step 3: View the best colleges and universities for Customer Support Manager.
