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Client Support Manager (Software Support)

Company: Transfinder
Location: Austin
Posted on: November 25, 2022

Job Description:

*Transfinder experiencing rapid growth and are hiring a Client Support Manager *

*What will you be doing*

As a member of the Client Services Department, the Client Support Manager is responsible for ensuring Transfinder's clients receive an *excellent Support experience,* by *overseeing a team of Software Support Specialists*. The Client Support Manager *works closely with Transfinder's implementation teams and development teams* to facilitate positive outcomes for Transfinder's Clients. This position requires a strong client-centric focus, powerful problem-solving skills, and the ability to coach and lead a growing team.
* Ensure all team members on the Client Support Team provide an exceptional client experience.
* *Manage and innovate around a support queue and case-tracking process and software.*
* Create process and strategy for ensuring team productivity while ensuring a positive and rewarding workplace.
* Facilitate the initiatives and goals of the Client Services department by working with other managers and teams.
* Serve as focal point for escalated issues by communicating effectively with clients, understanding complex issues, and facilitating the needed resources to produce a positive solution.
* Collaborate often with Implementation teams or with DevOps to overcomes challenges that span multiple teams or departments.
* *Coordinate or develop ongoing education for support team members in areas such new product features, troubleshooting techniques, or customer service skills.*
* *Grow the Client Support Team by interviewing and hiring new team members and investing and coaching existing team members.*
* Contribute to the overall success of the Client Support team, Client Services department, and company.

*Must have experience *
* *3 or more years of success in a managerial position.*
* *3 or more years of experience supporting software products.*
* Experience interfacing with clients, assessing their needs and coordinating internally to meet the requirements while communicating appropriately to all stakeholders.
* Proven experience in setting realistic but challenging goals and creating change to achieve those goals.
* *Experience solving technical software challenges and generating strong troubleshooting next steps.*
* *Strong familiarity with technologies involved in providing browser-based software solutions like web servers, cloud providers like AWS or Azure, and database technologies. *
* Ability to be flexible and adapt to complex situations and varying personalities
* Excellent organizational and time management skills.
* Excellent verbal and written communication skills.

*What you'll love about working as a Client Support Manager at Transfinder *
* Work with the *most advanced technology* in our industry.
* *Team focused.* You will not find better teammates anywhere.
* *Open-door management*.
* An *entrepreneurial spirit*.
* Strong belief in *work-life balance*.
* *Work remote.*
* *Multiple Best Places to Work awards! *

*What do we do*

Transfinder's mission is to *provide superior value* for their clients by *delivering faster, safer, and smarter solutions*. Transfinder has built the safest, most efficient *transportation management and communication solutions* designed for *school districts and municipal governments*, and their stakeholders. Transfinder combines its superior solutions with its award-winning service, establishing and maintaining long-term relationships with every client that is built upon respect, confidence, integrity, and mutual trust. Used extensively by more than 2,000 school districts and municipalities in 47 states.

Job Type: Full-time

Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift
* Monday to Friday

Work Location: Remote%58047475%

Keywords: Transfinder, Austin , Client Support Manager (Software Support), Executive , Austin, Texas

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