About our Client: Our client is a high growth Gaming SaaS platform for enterprise clients with a focus on change management, learning and training. They are currently building out their NYC office and offer a fun office environment, full benefits, matching 401k, and more. They are well funded and this is an amazing opportunity to get in early and make an impact!
About the Role: The Support and Implementation Manager will join the Customer Success team. The position puts you as the front line of the customer technical support – You will be in charge of managing the support work (analyze and prioritize), handle complicated troubleshooting scenarios and escalated tickets.
Responsibilities for the Support and Implementation Manager:
- Serve as a support point of contact for portfolio of customers, handling ongoing requests and trouble tickets.
- Learn customer technical and business environment that will be relevant to the success of the solution implementation.
- Track and monitor customer’s health – Proactively monitor customer’s application and verify overall health and performance of designed solution.
- New feature implementation – Assist Customer Success Managers in implementing application set up according to design specification
- Applications expert – Become an expert in all aspects of application portfolio, assisting other company employees in maximizing the abilities of the application.
- Train the customer on the self-service aspects of the application.
Ideal Requirements:
- 4+ years of relevant experience. Preferable working for SaaS companies or one of the big SI
- Customer service orientation – excellent verbal skills
- Ability to articulate messages clearly guide of customers
- Experience in SQL
- Experience with setting up analytical tools (Such as: Qlik, Tableau, PowerBI, etc.),
- Experience in systems integration (Plus)
- Strong team player but still a self-starter
- Strong analytical skills
- Excellent troubleshooter
- Excellent time management skills
- Eager to learn with effective self-learning skills
- Excellent verbal and written communication skills
Compensation: 80k+competitive employee benefits