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Product Support Manager

Location:

Bracknell - Bracknell Forest - United Kingdom

Function:

Customer Service/Support

Ref #:

20210015565
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Description

We are hiring a new role into our Support team, due to our continued growth, are now seeking a Manager, Product Support to be a member of the Kronos Global Support (KGS) EMEA management team. The Manager will be responsible for leading a technical team which supports external and internal customers for our Workforce Management and Human Capital Management products.
The Manager will establish strategies, goals and processes which improve effectiveness and efficiency while focusing on the customer experience. Providing stewardship for the daily operations and lead the team to deliver world-class customer service which meets the Kronos Customer First ethos. This role will also be responsible for creating an environment which promotes and fosters the development and growth of team members to a sustained high level of performance.
The Manager’s leadership will be pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their Kronos solutions.
Responsibilities:
• Develop strategies, operating plans and manage the execution within the Technical Support team to provide consistently high-quality service which drives customer success. Provide guidance to your direct reports on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction
• Proficiently gather and analyse team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions and predict future needs. Identify and implement process improvements which increase team efficiency, effectiveness and the customer experience
• Ensure that the team documents, tracks and manages all support requests, communications and actions in the Salesforce CRM system, and established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences.
• Implement Knowledge Centric Support (KCS) practices – team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB
• Provide regular management updates and reports on team performance to the KGS Leadership team and communicate expectations clearly and effectively to achieve results
• Provide leadership in resolving issues related to inter-departmental workflow and processes
• Meet or exceed the established service level objectives for the Technical Support team
• Act as a primary management escalation resource for customer and internal feedback pertaining to the team

Qualifications

Qualifications:
• Extensive experience and expert knowledge of customer support work processes and best practices needed to deliver great customer experiences in a high volume, mission critical technical support centre.
• Advocate for operational excellence and passionate about customer service.
• Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence and building strong customer relationships
• Excellent leadership, teamwork, influencing, mentoring and coaching skills. Experience in managing successful remote support teams.
• Self-motivated, results-driven, detail-oriented, deadline-driven and action-oriented
• Proven ability to effectively multi-task and manage multiple priorities with tight time constraints
• Strong knowledge of support tools such as CRM, knowledge management and ACD systems

Experience:
• Extensive experience is required in a customer, product or technical support role, along with good tenure in a technical support management capacity for complex software applications. This would also include moderate experience in a leadership technical support role
• Prior management experience in a support environment working with customers to resolve problems related to enterprise business applications, is a plus
• BA/BS degree in management, computer science, information technology or a related technical discipline such as engineering

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


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Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.