Manager, Client Support

A.K.A. New Media Inc (A.K.A.) is a rapidly growing company purpose-built for the not-for-profit sector. Our SaaS solution raisin® supports fundraising efforts of over 300 important causes solving critical challenges, including mental health, animal welfare, food security, curing disease and international development.

As the Manager of Client Support, you will help grow and nurture our technical support function. The person who steps into this role will leverage customer-facing experiences and be responsible for researching and implementing solutions to prevent or mitigate client issues through proactive support and monitoring. Partnering with other teams like Sales, CX, Product and Development to provide our clients with the highest level of support and subject matter expertise.

Responsibilities

Help build the support function through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.; Provide efficient and timely tier 1 and tier 2 support for all raisin® users.; Be an advocate for raisin® users and champion their needs internally.; Analyze data for ways to prevent future tickets/issues and review user feedback to build quality support programs.; Foster a culture of collaboration, high performance and continuous learning.; Serve as an escalation point for client and team issues, resolving with other internal teams as necessary.

Requirements

Adaptability and flexibility in a fast-paced and evolving landscape.; Proven ability to lead, motivate and develop high-performing teams.; Excellent verbal and written communication skills, with the ability to convey complex technical concepts clearly and concisely.; Strong interpersonal skills, including active listening, empathy, and relationship-building capabilities.; Proactive mindset with strong analytical and problem-solving skills to help clients get the best results for their charities.