Manager of SaaS Support Services

Company: Corvee
Location: Fort Lauderdale
Posted on: February 22, 2021

Job Description:

Position DescriptionOur key focus at Corvee is providing a seamless and customer-focused experience through empowered employees to solve any problem. The Client Success team focuses on collaborating and continuously improving processes and tools across the organization adapting our standards to better support clients' needs.The Tech Support Services Team is responsible for handling customer requests regarding a broad variety of tasks such as service-related issues, installation support, and product changes. At Corvee, we believe in truly engaging with our clients. We operate in small empowered teams and look for people who can prioritize, multi-task, and deliver - because it's a lot more fun to get things done!Equally, this individual will be responsible for developing and executing strategic decisions and be held accountable to company aligned goals based on measurable customer success metrics. This person will work with the Leadership Team to meet and exceed customer expectations and retention goals across all active markets.How You'll Contribute* Manages and oversees the delivery of Corvee support service to include the facilities and the support staff associated with these functions. * Ensures operational continuity and the cost-efficient provision of Corvee services and support, problem analysis, and core technical support. * Provides technical leadership and participates in strategic and organizational planning for the delivery of Corvee technology services, support, and customer service* Builds strong partnerships with internal and external stakeholders.* Partner with customers to review requests for new technology and channel through proper process* Drives change by providing ways to improve productivity and improve customer service* Helps manage customer expectations concerning systems, services and performance levels* Embraces, promotes and communicates process standards, compliance and portfolio management* Adheres to departmental standards, guidelines and processes of IT* Adhere to repair standards and service level agreements established internally * Communicates change (the how and why) and value to the backstage* Manages Services and Support team to provide excellent customer service maintaining hardware/software and deployment activities with an exceptional attitude\Positions Tech Leads to delegate, empower and coordinate team support efforts and projects; * Set goals and objectives for the Services and Support team responsible* Assures measurable goals are achieved by building a strong team and setting clear expectations* Manages all performance related issues, as appropriate.* Works with VP of CS to provide an environment of learning, mentoring, and sharing enabling personal empowerment, growth, accountability, responsibility, and succession planning* Participates in the pilot of new Corvee product launches, including determining if requirements are met* Part of a team to present recommendations for operational change and new operating or office products to company leaders* Help define requirements for standard services and/or solutions for Corvee and support* Enables capabilities to support solutions and drives to maintain compliance, common systems, standards and applications based on company directive* Ensures collaboration with cross functional teams to maintain compliance standards* Recognizes necessary operational improvements and develops plans for kick-offs and implementation* Able to think on your feet and use good business acumen to make good common-sense decision making* Ensure customer service requests (tickets) are handled timely and completely* Overseeing customer performance analysis, customer network reporting, and SLA compliance.* Set high customer service standards and hold engineers accountable to those standards* Contribute to improving customer support by involving yourself in situations that fall below these standards* Guiding clients in dealing with especially challenging service availability issues.* Contribute to escalated problem resolution by providing hands-on support to end users when necessary.* Establish best practices throughout the entire technical support process* Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity to the management team* Drive analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)* Establish KPIs based on the business model* Maintains a strong working knowledge of all internal and external systems and softwareWhat You'll Bring* Strong communication and customer service experience. * Aptitude for learning new software programs. * Skilled in troubleshooting using analytical thinking. * Bachelor's Degree preferred.* 5+ years of experience within an Information Technology environment and related Service Delivery; including demonstrated technical expertise in project management and Client Relationship Management* 3+ year experience in a senior level, supervisory or management role.* Extensive technical knowledge of back-office IT infrastructure and operations* Customer Service Focus; Retail and Backstage IT Experience, Infrastructure, Standards, and Methodology* Prior experience managing an IT help desk or customer support team and is familiar with customer service methodologies and common performance metrics* Excellent Project Management skills and delegation skills* Strong technological ability with experience selecting and implementing new systems* Demonstrated ability to create and implement effective, broad reaching, multi-pronged plans for operational initiatives ( i.e., roll-outs, refresh)* Demonstrates ability to proactively identify and execute opportunities for process streamlining and systems automation* Ability to manage work details and enhance Teamwork.Why You'll Love Us* Competitive Salary / OTE* Generous PTO Package* 10 Company Holidays* 100% Paid Medical Benefits* Company equity* Paid Maternity/Paternity Leave* Awesome Co-Workers!Who We AreCorvee empowers accounting and tax professionals with a suite of solutions designed to build, grow and optimize their firms. We work with firm professionals in the specialties of tax, accounting and financial advising.Corvee provides a bundle of solutions for each specialty including tax planning and client collaboration software, firm growth and development programs and wealth management advisor partnership opportunities.Built with the help of on-staff tax and accounting experts, the all-in-one suite is designed to help firms increase revenue and improve efficiency, while providing the highest value and insight to their clients.

Keywords: Corvee, Fort Lauderdale , Manager of SaaS Support Services, Executive , Fort Lauderdale, Florida