Technical Customer Support Manager

  • Full-time

Company Description

Snow Software is the global leader in technology intelligence solutions, ensuring the trillions spent on all forms of technology is optimized to drive maximum value. More than 4,000 organizations around the world rely on Snow's platform to provide complete visibility, optimize usage and spend, and minimize regulatory risk. Headquartered in Stockholm, Snow has more local offices and regional support centers than any other software asset and cloud management provider, delivering unparalleled results to our customers and partners.

Job Description

Snow Software is looking to add to its growing UK technical support organization with an experienced customer support manager.  We are looking for a dynamic people manager with exceptional focus on quality and customer success. The role will be to act as a team manager for the EMEA 1st line support organization based in Bracknell. Working to ensure the support team is providing quality support to all Snow customers and partners as needed, improving support team service quality and performance levels, growing knowledge sharing velocity and diversity and working with the wider business as needed.  The ideal candidate will have 1-2 years in a similar role, as well as proven exceptional B2B customer facing experience.

You will be working within a global support organization, working to share and adopt best practice and improvement initiatives to continually grow service excellence, reporting into the Head of Global Customer Support.

Key responsibilities:

  • Ensure the highest level of support quality to Snow Software customers and partners
  • Working to improve overall customer satisfaction from an ever- growing customer and partner base
  • Promote a KCS culture throughout
  • Act as mentor and coach to team members
  • Set clear objectives, evaluate progress and instill a high-performance culture with focus on team work, service excellence and ownership for resolving customer issues
  • Liaise with internal functions including sales, product management, pre-sales, professional services and partner management.
  • Link the EMEA 1st Line support team into the global support organization for best service improvement and collaboration
  • Promote a spirit of cooperation and teamwork.
  • Seek out challenges and identify opportunities to improve
  • Project a positive and professional image, via all means of interaction.
  • Provide regular reporting on support metrics to enable team and manager
  • Provide input into the company service strategy

Qualifications

As the successful candidate you will be an experienced Technical Support Manager with a focus on customer satisfaction.  

  • Excellent interpersonal, communications and people management skills.
  • Excellent time management, decision making, prioritization and organizational skills.
  • Proven success through people management and team enablement
  • Experience of providing support in a partner-led business model
  • Working knowledge of KCS and successful KCS initiatives
  • Developing and delivering support metric reports and presentations to internal and external audiences

You will be willing and able to work in a busy, dynamic environment, working as part of both local and global teams to deliver customer excellence and success. You will be attention focused and hold a high degree of accountability to help build and protect the strong Snow Software brand image.

Additional Information

This is a chance for you succeed in an environment where you will have the possibility to make a daily impact. Every day you will get to work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. We fully recognize that it is our employees that make Snow a success and the global leader in the development and delivery of dedicated SAM solutions. If you are the right person for the role, we will offer you exciting and developing assignments and you will get to be part of a fantastic journey within a dynamic high-growth business.

We look forward to your application.

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