Software Support Manager

I am working with a B2B Technology business in Bristol who are looking for a tech savvy support manager to drive customer success and act as a key conduit for problem resolution for their customers. This role will provide training on the relevant software that they use, however you should be somebody that has a good understanding of software, or IT support in a customer facing role. You might be someone that is looking to move from App support, MSP, or SaaS business. Engagement and communication are very important to drive customer success. You will also help to train customers on fault resolution, cascading technical information to non-technical stakeholders and vice versa. You will act as a mid point between software engineers, customers and field engineers to ensure swift resolution to issues. You should be someone who enjoys engaging with customers, and happy to travel to customer sites on occasion when a remote fix cannot be found. This could involve travelling abroad at times.

Responsibilities

Drive customer success and act as a key conduit for problem resolution for their customers; Help train customers on fault resolution; Cascade technical information to non-technical stakeholders and vice versa; Act as a mid point between software engineers, customers and field engineers to ensure swift resolution to issues; Engage with customers; Travel to customer sites on occasion when a remote fix cannot be found

Requirements

Customer support in a B2B environment; Experience with problem solving, or ticket resolution within a software or IT environment; The ability to learn new technologies; Dealing with escalated support issues; Excellent stakeholder communication skills; Proactive customer success mindset; Great at cascading feedback; Good understanding of software, or IT support in a customer facing role

Nice to have

Experience within software support, MSP, helpdesk support, or App support is highly desirable; Experience in a highly technical or scientific environment; Experience with training, upskilling, or education of customers / colleagues

Benefits

25 days holiday plus bank holidays; Private Healthcare; Incentive; Other flexible benefits to choose from