Job Summary
Software as a Service (SaaS) company dedicated to providing innovative solutions to our clients. We specialize in Association Management Software (AMS) and have developed a leading product on the Microsoft Dynamics platform to deliver robust and scalable solutions tailored to our clients' needs. We are committed to excellence in customer service and continuous improvement in our offerings.
We are seeking a highly skilled and experienced Senior Customer Support Manager of (Microsoft Dynamics Product) to lead our support team in providing exceptional customer service and technical assistance to our clients. The ideal candidate will have a deep understanding of Microsoft Dynamics products and a proven track record of managing support operations in a SaaS environment. This is a growing role, and the team size is expected to increase over the coming years, creating growth opportunity for the right candidate.
Responsibilities
- Leadership: Lead and manage a team of Microsoft Dynamics support specialists (Tier 1) and developers (Tier 2), providing guidance, mentorship, and performance feedback to ensure the team's success.
- Technical Expertise: Possess an in-depth understanding of Microsoft Dynamics products, including Dynamics 365, Dynamics CRM, and other related applications, to effectively troubleshoot and resolve complex technical issues.
- Customer Service: Oversee the delivery of superior customer service by ensuring timely response to client inquiries, proactive communication, and resolution of issues to ensure client satisfaction and retention.
- Process Improvement: Continuously evaluate and improve support processes and procedures to enhance efficiency, scalability, and customer experience.
- Collaboration: Collaborate with cross-functional teams including development, implementation, and sales to address client needs, escalate issues as necessary, and advocate for product enhancements based on client feedback.
- Reporting and Analytics: Establish and monitor key performance indicators (KPIs) to measure support team performance, identify trends, and drive data-driven decision-making.
- Training and Development: Develop and implement training programs to ensure support team members stay current with product updates, industry best practices, and technical skills.
Requirements
- Bachelor’s degree in computer science, information technology or 10 years of software support experience is required.
- Minimum of 5 years of experience in managing support operations, preferably in a SaaS environment.
- Deep understanding of Microsoft Dynamics products and technologies, with relevant certifications preferred.
- Proven leadership skills with the ability to motivate and inspire a team to achieve excellence.
- Strong problem-solving skills and the ability to think strategically while also executing tactically.
- Excellent communication and interpersonal skills, with the ability to effectively interact with clients, stakeholders, and team members at all levels of the organization.
- 2 years of experience with administering IT service management tools such as Dynamics 365, ServiceNow, or Zendesk is a plus.
- Existing experience with case management in Dynamics 365 is preferred.
- Accounting and financial knowledge is a plus.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
Excited about this role but don’t meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
The Company offers a comprehensive employee benefits program, including:
- Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability
- Basic Life
- 401(k) option with 100% company match
- Flexible paid personal/vacation time built on mutual trust and accountability
- 10 sick days annually
- 9 company paid holidays
- 6 weeks paid parental leave
Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.
Salary Range Disclosure
The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.
Salary Range
US Remote: $112,000 - $118,000 USD per year
Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.
Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.
Please note: This role requires a video interview.
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