Software Support Manager
Customer success focused role in Bristol. 3 days per week in the office, 4 days during training. Up to £50k. Experience within software environment, MSP, or App support is highly desirable.
Benefits
* 25 days holiday plus bank holidays
* Private Healthcare
* Incentive
* Other flexible benefits to choose from
Role Overview
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.
Engagement and communication are very important to drive customer success.
You will help to train customers on fault resolution, cascading technical information to 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 enjoy engaging with customers and be happy to travel to customer sites on occasion when a remote fix cannot be found. This will be infrequent but as needed. This could involve travelling abroad at times.
Responsibilities
* Act as a conduit for problem resolution for customers.
* Provide training to customers on software usage and fault resolution.
* Cascade technical information to stakeholders and vice versa.
* Collaborate with software engineers, field engineers, and customers to ensure swift issue resolution.
* Travel to customer sites as required.
Qualifications
* Experience in customer support in a B2B environment.
* Problem solving or ticket resolution experience within a software or IT environment.
* Ability to learn new technologies.
* Experience with escalated support issues.
Soft Skills Required
* Excellent stakeholder communication skills.
* Proactive customer success mindset.
* Great at cascading feedback.
Desirable Skills
* Experience in a highly technical or scientific environment.
* Experience with training, upskilling, or education of customers or colleagues.
Application
This is an urgent vacancy; if you would like to be considered, please apply quoting reference AR102995.
Please note as we receive a high level of applications we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.
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