Job Title: Client Support Manager - Remote Work
Company: HP
Location: Wellington, Wellington, NZ
Job Type: Part-time
Seniority: Mid-to-Senior Level
Years of Experience: 8+
Deadline to Apply: 2024-10-27
About HP:
At HP, we believe in the power of technology to change lives. As a global leader in printing and personal systems, we're committed to innovation, sustainability, and creating meaningful experiences for all our customers. We're looking for passionate individuals who share our belief and are excited to help us deliver exceptional support to our clients.
Job Description:
We are seeking an experienced and driven Client Support Manager to join our remote team in Wellington, NZ. In this role, you will play a pivotal part in enhancing client satisfaction and ensuring the seamless delivery of our products and services. Your extensive experience and passion for customer success will help us maintain our reputation for outstanding client support while collaborating with various departments to align customer needs with our business objectives.
Key Responsibilities:
Client Interaction: Build and maintain strong relationships with clients, serving as their primary point of contact for all support inquiries. Promptly address concerns and provide expert solutions in a consultative manner.
Team Leadership: Guide and mentor a team of support professionals, fostering a culture of excellence, collaboration, and mutual respect. Promote ongoing training and development for team members to enhance service quality.
Client Onboarding: Oversee the onboarding process for new clients, ensuring a smooth transition and understanding of HP's services and products. Create comprehensive training materials and host kick-off meetings.
Issue Resolution: Assess and resolve complex client issues by coordinating with technical support and product teams, ensuring timely and effective solutions while maintaining client satisfaction.
Client Feedback Analysis: Collect and analyze client feedback to identify areas for improvement and opportunities for service enhancements. Implement effective strategies to address feedback and elevate service delivery.
Performance Metrics: Establish and monitor key performance indicators (KPIs) for the support team. Report on performance metrics to management and recommend process improvements based on data analysis.
Project Management: Lead and manage client-related projects, ensuring timely delivery and alignment with client expectations. Utilize project management tools to monitor progress and communicate status updates to stakeholders.
Collaboration: Work collaboratively with sales, marketing, and product teams to share client insights and feedback, driving continuous improvement and innovation within HP's offerings.
Documentation: Maintain accurate records of client interactions and resolutions in the CRM system, ensuring knowledge is documented for future reference and training purposes.
Requirements:
Minimum of 8 years of experience in client support or customer service management roles, preferably within technology or software industries.
Bachelor's degree in a relevant field or equivalent work experience.
Proven track record in managing client relationships, resolving issues, and improving service delivery metrics.
Proficiency in project management principles and methodologies, with a passion for driving change and innovation.
Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and effectively.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Familiarity with CRM tools and customer support software.
A passion for client success and a commitment to providing exceptional service.
Adaptable and flexible personality with the capability to adjust to evolving priorities and challenges.
Personality Traits:
Passionate about technology and client support.
Adaptable to changing environments and client needs.
Proactive in seeking out solutions and improvements.
Soft Skills:
Strong project management and organizational skills.
Exceptional adaptability in fast-paced and dynamic settings.
Effective interpersonal skills to foster collaboration and teamwork.
Benefits:
Travel and spending expenses covered.
Comprehensive dental insurance plan.
Joining bonus for new hires.
Working Environment:
At HP, we strive for a harmonious workplace where collaboration and respect prevail. We are committed to creating a diverse and inclusive work environment that fosters creativity, innovation, and excellence.
Equal Opportunity Statement:
HP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, experiences, and perspectives.
If you are ready to take your client support career to the next level with HP, we would love to hear from you. Apply by submitting your resume and cover letter by 2024-10-27.
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