Thatcher Technology Group is looking for an experienced and customer focused Software Customer Care Manager to join our growing professional services team. The Customer Care Manager will lead a team of Software Configuration Support Specialists providing technical support to our customers and partners. We are looking for a passionate individual who aligns with our company values of “Others Before Self”, “Always Learning”, “Do the Right Thing”, and “Take Initiative”, and can help instill those values through all internal and external customer interactions.
- Actively involved with day to day operations of our technical support processes and products.
- Manage the client care team members to schedule, analyze and resolve technical cases.
- Includes onshore/offshore team members.
- Monitor/Report on both internal and customer SLAs and OLA’s.
- Develop, implement and enforce company and department policies and procedures
- Mentoring and growth of the resources on the client care team
- Collaborate with the professional services team to schedule resources and project timelines.
The Ideal candidate will have a good understanding of the deployment and post implementation support process within the software services industry, and will keenly engage customers through a commitment to ongoing customer delight.
- Must have 5 or more years in the software services industry.
- Bachelor’s degree in Computer Science or a related area or equivalent experience.
- Knowledge of computer hardware, software, development, deployment methodology and customer support techniques.
- Strong technical aptitude
- Previous management experience running teams in support or similar field
- Excellent written and verbal communication skills
- Provide exceptional follow through and be customer-service driven
- Advanced interpersonal skills
- Experience with ITIL is a plus
About the Company:
Thatcher Technology Group is a Direct Selling industry innovator offering a full suite of software, services and support with a commitment to ongoing development of solutions for the direct selling industry. Thatcher Technology’s vision is to bring innovative solutions to the direct selling industry which will enable both our customers and their field to live more enriched lives.
Thatcher Technology’s premier product is the Prowess™ Software Solutions Suite, a powerful, scalable genealogy, compensation and incentive management software system developed for direct selling organizations. Prowess™ is specifically designed for companies who have widely disbursed and dynamic sales organizations.