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