FortLauderdaleRecruiter Since 2001
the smart solution for Fort Lauderdale jobs

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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Executive Jobs

Chief Financial Officer
Description: CHIEF FINANCIAL OFFICERFull timeLocation: Miami, FLABOUT LLOYD JONESwww.lloydjonesllc.comHeadquartered in Miami, Lloyd Jones is an investment/development/management real estate firm that specializes in (more...)
Company: Lloyd Jones
Location: Miami
Posted on: 03/2/2021

Sales Manager
Description: This position is responsible for the day-to-day management of Sonny's Consulting department. This department is responsible for delivering site selection, improvement, and education services for existing (more...)
Company: Sonny's Enterprises Inc. - Conveyorized Car Wash E
Location: Dania
Posted on: 03/2/2021

General Manager
Description: The ideal candidate will have experience leading a team and managing the daily operation of the business.
Company: Anthony's Coal Fired Pizza
Location: Miami
Posted on: 03/2/2021

Business and Compliance Internal Audit Manager (JN -022)
Description: Our client is a leading telecommunication and digital services provider that serves 50 million customers and employees of over 12,000 people around the world. br This is a great opportunity to be part (more...)
Company: ASAP Staffing Services
Location: Miami
Posted on: 03/2/2021

Agency Marketing Director
Description: Partnering closely with Primacy stakeholders, the Director of Agency Marketing is responsible for the creation and maintenance of online and offline marketing materials that support the growth of, and (more...)
Company: PRIMACY
Location: West Palm Beach
Posted on: 03/2/2021

Food Pantry and Program Partnerships Manager
Description: Company DescriptionFeeding South Florida FSF is a member of the Feeding America FA network and the leading domestic hunger relief organization serving Palm Beach, Broward, Miami-Dade and Monroe Counties. (more...)
Company: Feeding South Florida
Location: Miami
Posted on: 03/2/2021

Director of Brand Expansion
Description: What You'll Do Coordinates between Kitchens Operations, Procurement, Brand Success and MSA level leadership GMs Analyze cuisine data by address, review the geoscore data, check the overlap of delivery (more...)
Company: ExecuNet
Location: Miami
Posted on: 03/2/2021

Assistant Chief Nursing Officer (ACNO)
Description: HCA Healthcare is a comprehensive healthcare network where 280,000 people across more than 2,000 care facilities are all committed to creating a positive impact every day. It's an organization that exists (more...)
Company: HCA Healthcare
Location: Miami
Posted on: 03/2/2021

Sr. Project Manager
Description: Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to (more...)
Company: University of Miami
Location: Miami
Posted on: 03/2/2021

Director of Career Services
Description: South University West Palm Beach, FL, 9801 Belvedere Road, West Palm Beach, Florida, United States of America Req 559 Wednesday, February 24, 2021 What's next for you is the first priority for us With (more...)
Company: South University
Location: West Palm Beach
Posted on: 03/2/2021

Log In or Create An Account

Get the latest Florida jobs by following @recnetFL on Twitter!

Fort Lauderdale RSS job feeds