Customer Technical Support Manager

3 weeks ago

London, United Kingdom 4GLOBAL PLC Full time
Job Description

Introduction

 

4GLOBAL is an international technology and professional services business that works with governments, cities, and sports bodies to maximise the return on investment in major sport programmes, events, and physical activity delivery.

Our unique proposition stems from the smart use of our proprietary data, technology, and know-how to enable our customers to maximise the health and social benefits derived from physical activity - helping customers get more people active and shape the future of sport.


4GLOBAL has offices in UK, USA and Turkey with active customers across the globe.


At 4GLOBAL we work with customers in two ways:

 

Knowledge services: we have an unrivalled strategic advisory capability for Governments, Cities and Sporting Bodies:

·      We advise on the role of sport and physical activity in social and economic transformation.

·      We develop, implement, and evaluate sport and physical activity strategies, including programmes that activate people and places via digital transformation.

·      The bidding, planning and delivery of the ‘full life cycle’ of major sporting events i.e., Olympics, World Rugby World Cup, Pan American Games

 

Technology products: our proprietary software and data platforms allows customers to connect and use multiple data sources and develop actionable insight and business management systems. Our product suite is made up of a number of customer facing SaaS modules which use data derived from multiple sources e.g. leisure management systems, wearable technology, community programming, major sporting event engagement, and healthcare providers. Connecting and standardising this data positions 4GLOBAL uniquely in the provision of the following services:

·      Predict the likely outcomes of significant investment in sport and physical activity programmes at a local and national level.

·      Benchmark the impact of new sports and activity investments.

·      Analyse the actual behaviours of citizens and how they participate (or not) in sport and activity programmes.

·      Target certain citizens to maximise the impact of specific programmes nationally or at a granular grass roots level

·      Set the industry standard used to provide data driven insight to inform investments in sport and physical activity programmes.

·      Work with our customers to predict what will drive participation This cannot be replicated without the data that we currently hold; We have a monopoly in this insight capability.

 

Role overview

 

Our effective Customer Success strategy typically results in decreased customer churn and increased up-sell opportunities. The goal of the Customer Success Support is to aid in making the customer as successful as possible, via increasing their platform knowledge and usage enabling them to achieve their desired business outcomes, which in turn, improves customer lifetime value (CLTV) for 4GLOBAL and reduces churn.

 

Working closely with the cross-functional team of sales, technology and project delivery, the role is specifically designed to onboard customers to 4GLOBALS platforms and ensure the most appropriate use of the software and services by the customer. You will be responsible for their training and on-going support in line with the following:

  • Sustaining business growth and profitability by maximizing customer value
  • Analysing customer data to improve the customer experience and their outputs.
  • Triaging customer support tickets
  • Solve and respond to first line support tickets
  • Identify support tickets that require escalation

 

Job description

 

We are looking for a Customer Technical Support Manager who can provide ongoing guidance to both our National and International customers. The candidate should be able to contribute to building relationships, implementing new programs that will increase 4GLOBALS business’ revenue potentials and minimize churn rates as they transition from sales prospects to live paying customers.

Ultimately, you will work directly with customers to help solve any data/platform problems they face and ensure their satisfaction while they have an active account with us. You will also work closely with the cross-functional team to ensure customer questions and concerns are addressed in a timely manner and in line with their Service Level Agreement and 4GLOBALS core values.

 

Responsibilities include, but not limited to

 

The CS Technology Support Manager leads the team that provides technical assistance to the company's team and customers. 

 

·      Ensures that Service Level Agreement (SLA) targets are consistently met. 

·      Manages the Tech Support team and ensures their daily workflow is in line with achieving our SLA

·      Manages the Daily Support Dashboard and identifies areas of improvement

·      Communicates persistently recurring data bugs to the product and development teams for long-term fixes. 

·      Collaborates with the product team to suggest improvements and new features based on technical support feedback from customers

·      Works with Customer Success Director to streamline the customer onboarding experience. 

·      Coordinates with the data team to comprehend issues and communicates solutions to customers via updates and feedback. 

·      Resolves first-level support tickets and escalates complex issues to higher-level support tiers as necessary. 

·      Aids in troubleshooting user login difficulties and module permission settings. 

·      Monitors Business Intelligence Tools allocated by the Technology Director. 

 

Desirable skills, qualifications, and experience

 

Experience in the leisure, physical activity or similar sector, ideally in a customer success, system administrator or implementation role with knowledge of Leisure Management Systems and data structure would be advantageous.


·      Strong project and client relationship management and communication skills

·      Demonstrated ability to lead and deliver projects in the leisure or similar sector.

·      Awareness of database management, integrations between multiple data sets and products.

·      Experience and understanding of a relational database management system querying such as Mysql

·      Experience with cloud based software management systems such as Salesforce or Pipedrive

·      Experience in delivering complex ideas to groups through appropriate verbal and digital communication, ideally in a B2B environment.

·      Strategic mindset and ability to influence key decision makers on best practice methodology.

·      Well organised; able to manage own workload; prioritise and work autonomously and as part of a team as necessary

·      Articulate and professional with strong presentation skills.

·      Demonstrated ability to build credibility and relationships at all levels.

·      Excellent I.T. and presentation skills with experience of using the full Microsoft suite.

·      Eligible to work in the United Kingdom

·      Fluent in the English*

*Foreign language is desirable but not essential

 

The capacity to, as required, work unsociable hours for the purpose of the role such as attending out of hours meetings with clients and achieving delivery deadlines.

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