Customer Support Manager (USA)

As a Customer Support Manager, your primary mission is to ensure customer satisfaction through successful resolution of support tickets and delivery of steady-state change orders. Your day will vary based on customer demands, including constant dialog and interaction with your team and clients. You will excel at evaluating and communicating customer needs, assessing issue urgency, managing and tracking multiple priorities and timelines, and building strong customer relationships.

• Serve as the main point of contact for steady-state and support customers, building strong relationships and understanding their business needs while managing their expectations.
• Ensure customer satisfaction by delivering solutions that meet their expectations and ensuring that technical resources are engaged and focused on those goals.
• Manage support tickets, including processes to coordinate troubleshooting, reproduce Issues, and provide ongoing updates to customers from submission through resolution.
• Consult with Strategic Client Director and Delivery Team leadership to algin customer strategies.
• Collaborate with Delivery and Finance teams to facilitate accurate and timely reporting to customers. 

Developing and delivering a solution like ours calls for a great team. For this reason, you work in close cooperation with our skilled solution architects, integration engineers, and developers. 

You will be part of a project delivery team within our Professional Service department, where day-to-day work depends on our customers’ needs and requests. We often conduct projects in cooperation with our partners or with sub-vendors. 

As Customer Support Manager, you act as a link between customers and our solutions, so excellent people skills and relationship skills are musts! You will have to navigate multiple tickets and change orders with ease while overseeing communication throughout the process. 

You’re responsible for managing day-to-day operations of the support function while monitoring costs, timelines, resources and customer satisfaction. A history of driving IT support success, initiative, and independent problem-solving skills will be considered an advantage.  

Our Ideal Candidate: 

• Is experienced in eCommerce and/or software customer support.
• Is motivated by close collaboration with customers and has excellent communication skills.
• Brings positive energy and fosters team progress. 
• Is excellent at building relationships and has a knack for stakeholder management. 
• Demonstrates superior organization skills. 
• Is detail oriented and a mast at following through on tasks. 
• Demonstrates management of own time and priorities. 
• Maintains a realistic sense of urgency and follows through to ensure that expectations are met. 
• Demonstrates ability to balance priorities and meet expected outcomes. 
• Demonstrates forward-thinking while remembering good lessons learned. 

DynamicWeb is a part of SignUp Software, a global Microsoft ISV and leader in Dynamics 365 solutions with over 3500 customers worldwide and 25 years of experience.

At DynamicWeb, our team focuses on delivering Commerce and PIM solutions through a passionate and talented team that empowers our customers to make their digital vision a reality. We help B2B and B2C companies optimize their online business and grow top line revenue with our Digital Experience Platform using commerce, content management, product information management, and email marketing. Our digital solutions streamline business operations and make it easy to engage customers with personalized experiences.