Client Support Manager

1 month ago

Dunedin, New Zealand Montoux Full time

Job Title: Client Support ManagerCompany: MontouxLocation: Dunedin, Otago, NZJob Type: Part-TimeSeniority Level: Mid-to-Senior LevelYears of Experience Required: 8Job Description: Montoux is seeking a dedicated and experienced Client Support Manager to join our dynamic team in Dunedin, Otago. This part-time position offers the opportunity to work closely with our clients, ensuring that they receive the highest standard of support and service as we empower them to leverage our solutions effectively.The ideal candidate will be driven, hardworking, and possess strong emotional intelligence, allowing them to manage relationships effectively and empathize with our clients' needs.Key Responsibilities:Client Relationship Management:Act as the primary point of contact for clients, ensuring all inquiries and issues are addressed promptly and effectively.Build and maintain strong, long-term relationships with clients, understanding their needs and anticipating future business opportunities.Conduct regular client check-ins and satisfaction surveys to assess and improve service quality.Support Coordination:Oversee the client support process, ensuring efficient resolution of issues and management of support tickets.Collaborate with internal teams, including product and engineering, to provide seamless support and address clients' technical challenges.Develop and implement support workflows that enhance customer satisfaction and operational efficiency.Training and Resource Development:Create and update client-training materials and resources, including user guides, FAQs, and video tutorials.Deliver training sessions for clients to ensure proper use of the Montoux platform and its features.Initiate and manage onboarding processes for new clients, providing tailored guidance to fit their unique use cases.Reporting and Feedback:Monitor and report on client usage statistics and satisfaction metrics, providing insights to management for strategic decision-making.Collect and analyze client feedback to inform product development and enhance user experience.Team Collaboration:Work closely with sales and marketing teams to identify opportunities for upselling and cross-selling services to existing clients.Participate in regular team meetings and contribute ideas aimed at fostering innovation and enhancing the client experience.Continuous Improvement:Stay informed of industry trends, best practices, and emerging technologies related to client support and service management.Propose and lead initiatives that enhance operational efficiency and client satisfaction.Qualifications:Bachelor's degree in Business Administration, Marketing, Communications, or a related field.Minimum of 8 years of experience in client support management or a related role, preferably within a technology or software environment.Proven track record of managing client relationships and delivering exceptional customer service.Strong interpersonal skills with an emphasis on emotional intelligence, enabling effective communication across various personality types and situations.Excellent organizational skills, with the ability to manage multiple tasks and projects simultaneously.Personal Attributes:Hardworking and driven, with a passion for providing outstanding client service and finding solutions to complex problems.A team player who demonstrates a positive attitude and seeks collaboration to achieve collective goals.Adaptive and willing to embrace change in a fast-paced environment, showcasing creativity in approach and solutions.Benefits:Competitive retirement plan.Flexibility to work remotely, allowing for a better work-life balance.Access to free food and snacks to enjoy during working hours.Working Environment: At Montoux, we embrace creativity and innovation within a culture that values fresh ideas and inventive solutions. We encourage our team members to think outside the box and contribute their unique perspectives to our workflow.Application Deadline: Please submit your application by October 27, 2024.Equal Opportunity Statement: Montoux is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and identities.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
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