Client Support Manager

at  emarsys eMarketing Systems

As the cornerstone of the Emarsys service organization, you will act as the operational first point of contact for our clients on a day-to-day basis. You will make use of your professional communication and creative problem solving skills to ensure maximum client satisfaction with our products and services.
The role is perfect for someone with deep knowledge of our application who is looking to gain extra technical skills and put their analytical skills to work solving complex problems for our clients.
Working primarily within our cutting-edge self-service support portal, you will efficiently utilize all available tools and resources in addition to liaising with cross-functional internal teams in order to provide our clients with the most effective solutions to their isses within the shortest time possible.
Your service to our clients is a most invaluable and integral part in ensuring the satisfaction of our clients and theis subsequent retention.

• Serve as daily first point of contact for our clients on all operational matters concerning the use of our application.
• Use the Emarsys self-service portal to manage your manage your work using the built-in options of email, live chat, phone and screen-sharing as means to interact with the clients.
• Identify and troubleshoot technical issues and escalate to 2nd line support when required.
• Escalate to line managers and Client Success Managers when an issue may impact the revenue and/or the relationship with the client
• Communicate progress of issue resolution to the client in a timely manner while trying to meet and exceed the assigned SLAs
• Deliver technical instructions and complicated solution descriptions in a professional, error-free and simple-to-understand manner
• Work closely with Client Success Manager to build and enhance client relationships and ensure the provided support level meets (and exceeds) the clients expectations and SLAs
• On a day-to-day basis, you will be working closely and efficiently with other support members and technical teams to meet and exceed your personal and team KPIs
• Work closely with Professional Services (Project Managers, Solutions Architects & Strategic Consultants) to ensure the successful delivery of our solutions according to the clients’ needs and defined objectives
• Willingness to work 11 am-7 pm EST Monday-Friday, some weekend, and holiday hours.