Customer Support Manager
CINC Systems is a fully integrated cloud-based homeowners’ association accounting and property management software system. CINC Systems is looking to fill a Customer Support Manager position with a candidate who has experience and knowledge pertaining to managing or supervising a team and has experience working with accounting daily activities and functions, which may include cost and general accounting, payroll, accounts payable, and accounts receivable, general ledger maintenance, and monthly, quarterly, and annual accounting close and financial reporting. Also, the candidate will have experience managing activities associated with providing the resolution of client or customer challenges involved with the use a newly implemented accounting software. This position is 40% customer support escalation, 20% team management, 20% reporting, data collection, and analysis focused, and 20% customer support process and program building.
*Manages the customer service activities of an organization.
*Manages a team of customer support representatives, and provides coaching and guidance in the support of customers.
*Establishes goals and metrics for the support function and measures the team's performance.
*Leads investigations of customer complaints and tracks customer challenges or inquiries and recommends changes to processes, products, or services to improve customer satisfaction.
*Directly handles more complex inquiries or inquiries from critical customers or accounts.
*Develops and implements strategies for understanding the organization's customers through consumer surveys, user research, or other feedback avenues and analyzes and develops programs recommendations meant to create value.
*Reviews and approves questionnaires, focus groups, or customer panels to ensure that the appropriate actionable information is collected. Analyzes findings and develops recommendations meant to create value and increase customer/client satisfaction.
*Ensures a high degree of discretion to resolve escalated issues. Determines the problem by confirming details of the occurrence.
*Oversees communication and research until the resolution has been executed and develops and implements customer support programs.
*Monitors customer retention growth trends. Defines customer segmentation to optimize outreach of new customers.
*Maintains customer retention data, complaint, and resolution documentation and reports customer retention issues to senior management.
A bachelor's degree or equivalent relevant work experience required and at least 6 years of experience in Accounting with managerial and leadership experience. Ideal candidates will have the ability to work as part of a team, problem management, management skills, oral and written communication skills, ability to influence others, customer service skills, and, interpersonal skills. CINC is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.