The Product Support Manager is responsible for leading the product support team to address technical issues experienced by customers across all Infobase digital products and using multiple communication channels – email, phone, and live chat. This position provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. You will manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. You will also provide direct supervision to other support personnel in your group.

PRIMARY DUTIES AND RESPONSIBILITIES:
                   Resource Management

• Oversees full-time Product Support staff
• Manages priorities for day-to-day tasks
• Mentors the product support staff in best practices for customer service
• Manages implementations of third-party discovery services

        

                    Customer Support

• Handles high-level product support for key customers
• Handles non-standard authentication requests
• Assists product support team and sales reps with answers to complex technical questions
• Addresses and diffuses any customer complaints
• Provides customer feedback about products to the appropriate departments
• Works directly with customers to ensure seamless integration with various third-party discovery tools and SSO solutions

Sales Support

• Completes all customer documentation regarding data security
• Works directly with sales managers to support RFP requests

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Outstanding organizational skills and meticulous eye for detail
• Ability to make quick judgment calls and prioritize tasks under high pressure
• Ability to understand and determine root cause and propose effective solutions
• Background in customer service or technical support
• At least 1 year of experience in a managerial role
• Bachelor’s degree, or higher in a related field
• Working knowledge of help desk ticketing systems.  Intimate knowledge of Zendesk a big plus.
• Working knowledge of bug tracking/project management systems
• Excellent presentation and online demonstration skills
• Team motivation and training skills
• Strong interpersonal skills
• Strong technical writing skills
• In-depth knowledge in web authentication and SSO Integration
• In-depth knowledge in data management and delivery
• Experience in the education market is a plus