Customer Support Manager (B2B SaaS)

The Role: You will be responsible for : • Driving product adoption and customer value at key accounts and identifying additional opportunities for customer expansion. • Collaborating with the sales team on account strategy development for assigned customers. • Defining best practices, metrics and goals and leading the Customer success teams towards achieving these. • Ensuring a high degree of customer renewals. • Building strong product expertise and providing training & ongoing support to key accounts as required. • Providing feedback and advocacy on customer pain-points to internal teams. • Ensuring strong customer service levels are met in line with Company objectives. • Supporting the customer service team in resolving escalated issues or complaints. • Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery. • Developing plans to improve customer experience and satisfaction along with other internal stakeholders. • Recruiting, training, coaching and performance managing the customer service team. • Managing a team of 6-10 people. Ideal Profile: • You have at least 10 years experience within a Customer Service or Customer Success role, ideally within the IT Services and Software / SaaS industry. • You possess excellent interpersonal as well as written and verbal communication skills. • You have working knowledge of b2b saas, saas, enterprise clients, customer success, customer support, production support, customer experience and customer support b2b saas • You are highly goal driven and work well in fast paced environments • You are a strong networker & relationship builder • You are a strong mentor and coach who can build high performing teams • You are willing to undertake 0-30% travel. What's on Offer? • Work alongside & learn from best in class talent • Leadership Role • A role that offers a breadth of learning opportunities