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Business Solutions Manager
2 months ago
Role Purpose
The purpose of the Client Support Services team is to enable our clients to be successful in their use of our software solutions. As an invaluable and reliable source of assistance, we provide exceptional client support. We deliver dependable and scalable support services aligned to our clients' needs.
Key Responsibilities
- Manage the day-to-day running of a sub-team of up to 7 people within the business support function and ensure that our company is doing everything possible to deliver an exceptional support service to all its clients.
- Drive continuous improvement (CI) of the support services in your sub-team and contribute to CI initiatives across the support function.
- Ensure Client Service Level Agreements (SLAs) are met.
- Regular engagement with clients to review the support service.
- Recruitment / Resource planning.
- Provide structured objectives / Mentoring / Performance reviews for members of the team.
- Ensure team members are motivated and have the right level of training to do their job.
- Manage personal growth of team members.
- Involvement with service transition to ensure a smooth handover from projects to client go-lives.
- Service reporting to Account Managers / Service Delivery Managers & clients.
- Manage Hyper-care and Chargeable Support projects, and organize out-of-hours support if needed.
- Ensure client benefit is at the heart of everything we do.
- Adhere to corporate policies, procedures, and standards.
- Ensure that data security and data privacy corporate guidelines and processes are followed.
- Be supportive of product development and product strategy initiatives.
- Ensure department processes are documented and adhered to.
- Ensure knowledge is captured, protected, and shared accordingly.
- Where necessary, be aware of and adhere to clients' policies and procedures.
- Identify, manage, and mitigate the risks that exist in the department/team (operational and security).
Qualifications
- 7+ years in a customer-facing software support role.
- 2+ years as a manager/team leader.
- Experience working with demanding high-profile clients.
- Experience of line management and personnel management.
- Demonstrated ability to work in a high-pressure environment.
- Exceptional communication skills.
- Able to perform presentations to audiences of various sizes and positions in the business/company.
- Strong problem-solving skills / Able to think outside the box.
- Affinity for working with complex software products.
- Exposure to web technologies – IIS / CSS / XML.
- Ability to prioritize and resolve issues to high standards and within Service Level Agreement timelines.
- Ability to motivate and listen to team members.
- Strong SQL Skills including an understanding of SQL Server Management Studio / SQL Server Profiler.
- Proficient in Microsoft Office.
- ITIL foundation level / working understanding of ITIL concepts.
