Senior Manager, Customer Support and Services (DESG)

About Us:

Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems.

We are passionate about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications.

The Role:

We are looking for a highly skilled and experienced Manager of Customer Support and Services to lead our newly consolidated Datacor Engineering Software Group (DESG)—which encompasses two respected product families: CHEMCAD (developed by Chemstations) and AFT’s suite of tools (Fathom, Arrow, Impulse, xStream). This person will be responsible for overseeing the strategy, execution and management of all support and services for these product lines. Their primary goal is to ensure that customers derive maximum value from the products and services offered by this group, leading to customer retention, loyalty, and advocacy. The ideal candidate will be enthusiastic about delivering exceptional customer experiences. They will also drive a customer-centric culture, have strong leadership qualities, and have a proven history of delivering high impact results, all while driving continuous improvements for efficiency that align support strategies with overall company goals. 

Responsibilities: 

• Leadership: Provide strong leadership and guidance to the customer support team, fostering a positive and collaborative work environment. 
• Strategy Development: Develop and implement strategic initiatives to enhance the overall customer support experience and team efficiency, including process improvements, training programs, and technology enhancements. 
• Team Management: Oversee the hiring, training, and performance management of customer support representatives, ensuring elevated levels of productivity and customer satisfaction. 
• Customer Advocacy: Serve as a champion for the customer within the organization, advocating for their needs and driving initiatives to improve customer satisfaction and loyalty. 
• Quality Assurance: Set up and maintain quality assurance standards to ensure that all customer interactions meet or exceed company expectations. 
• Metrics and Reporting: Check key performance metrics, analyze trends, and prepare regular reports for senior management on the performance of the customer support team. 
• Cross-functional Collaboration: Collaborate closely with other departments, including product development, marketing, and sales, to ensure a seamless customer experience across all touchpoints. 
• Escalation Management: Manage escalated customer issues in a prompt and effective manner, collaborating closely with internal stakeholders to resolve complex issues. 
• Develop and Optimize Services Offering: Define and lead the development of our services offering, including evaluating the impact and operations of Purple Mountain Technology Group and exploring paid services opportunities at Chemstations. 

Qualifications: 

• Bachelor's degree in business, engineering, computer science, or a related field. 
• Minimum of 5 years of experience in customer support or related field, with at least 3 years in a leadership role. 
• Proven history of driving improvements in customer support operations, including implementing new processes and technologies that resulted in higher Customer Satisfaction and Retention. 
• Strong leadership and people management skills, with the ability to inspire and motivate team members. 
• Excellent communication and people skills, with the ability to interact effectively with customers and internal stakeholders at all levels of the organization. 
• Analytical mindset with the ability to analyze data, find trends, and make data-driven decisions. 
• Results-driven with a strong focus on achieving targets and goals. 
• Ability to work well under pressure and manage escalated customer issues. 
• Strong organizational and time management skills.
• Passionate about providing excellent customer support. 
• Initiative-taking and able to work autonomously. 

Preferred Qualifications: 

• Exposure to simulation or scientific/engineering (chemical or mechanical) software domains.
• Experience working in an acquisition-integration or business-unit transformation setting.
• Experience managing teams remote, including international teams.
• Knowledge of customer support software and tools (Salesforce Service Cloud CRM).