Manager Customer Support

Company Description

Meet Unit4. With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations.

With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work.

At the heart of what we do lies a simple yet profound purpose: Improve how people work by focusing on what truly matters. — A powerful statement that enables different priorities for different people.

We’re shaping how work should feel, and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique.

Job Description

What you will do?

You will be responsible for the delivery of consistent support services to our customers for some of our core products (ERP/ERPx, TM and U4F). You will ensure we demonstrate the appropriate levels of customer centricity in all that we do and that we focus our efforts on great customer outcomes. You will own the support relationships in your area with key accounts and act as a point of escalation when required.

As a Support Manager you will be expected to:

• Ensure that all your support teams deliver an excellent and consistent customer experience
• Ensure your teams are working efficiently, and you are making best use of your resources
• Produce service metrics that provide insight into areas for improvement
• Build and own action plans for areas of improvement
• Promote the use of AI to augment the processing of customer support issues
• Work with other global support managers on service improvement initiatives
• Manage and own customer escalations & engagements alongside A/C Managers and CSMs
• Track performance against agreed metrics and use data to drive improvements
• Ensure teams always work with agreed best practice
• Support our Knowledge Management culture
• Champion central initiatives to ensure adoption and improvement 
• Teams development & employee retention

Key Metrics

The success of the role will be measured against:

• CSAT
• Transactional NPS
• Backlog
• Productivity
• Escalations
• Knowledge (creation and usage) 

Qualifications

Your Approach

You will champion the customer experience and be an advocate of service excellence. You will promote collaboration between the other service teams in our global organization (CS, PS, Cloud, CSM, R&D, GEM, Sales). You will work closely with SIT to ensure standards and processes are correct, up to date, understood and deployed accordingly. You will champion our continuous improvement philosophy and constantly look at ways in improving efficiencies.

Your profile

You will be a strong manager with a proven track record of delivering great customer outcomes. You will have built a support team previously and know how to manage resources to provide great outcomes. You will be resilient, working methodically across all support groups to ensure a consistent approach whilst showing empathy to those staff who are challenged by the new environment. You will be data centric, comfortable to update on your progress using appropriate reports and charts.

Additional Information

Who we are?

We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness.

We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated

We are reimagining how work makes people feel.

What we offer?

• a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact
• balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits
• growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
• a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Our commitment to equity

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs:

• Our focus to DEI remains central to who we are
• Inclusive hiring at Unit4: Building equal opportunities for all

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries though – we'll handle it according to local privacy laws and keep your info safe. Questions? Feel free to reach out!

Salary range: 210,008 - 238 012 PLN