Regional Support Manager - North America

at  Unit4

WE ARE UNIT4, A LEADING PROVIDER OF ENTERPRISE APPLICATIONS EMPOWERING PEOPLE IN SERVICE ORGANIZATIONS. WE ARE ON A MISSION BECAUSE WE NO LONGER ACCEPT THE DIGITAL DOWNGRADE THAT PEOPLE EXPERIENCE WHEN THEY SWAP THEIR PERSONAL DEVICES FOR THEIR WORK ONES. WE CREATE BUSINESS SOFTWARE THAT FITS THE WAY PEOPLE WORK, NOT THE OTHER WAY AROUND. HELP US BE THE BEST AND JOIN US!

Job Description

WHAT YOU WILL DO

You will be responsible for the delivery of consistent support services to our customers for some of our core products (ERP/ERPx and others). You will ensure we demonstrate the appropriate levels of customer centricity in all that we do and that we focus our efforts on great customer outcomes. You will own the support relationships in your region with key accounts and act as a point of escalation when required.

As a Support Manager you will be expected to;

• Ensure that all your support teams deliver an excellent and consistent customer experience
• Ensure your teams are working efficiently and you are making best use of your resources
• Produce service metrics that provide insight into areas for improvement
• Build and own action plans for areas of improvement
• Work with other global support managers on service improvement initiatives
• Manage and own customer escalations & engagements alongside Account Managers and Customer Success Managers
• Track performance against agreed metrics and use data to drive improvements
• Ensure teams always work with agreed best practice
• Support our Knowledge Management culture
• Champion central initiatives to ensure adoption and improvement
• Teams development & employee retention

The success of the role will be measured against;

• Customer Satisfaction
• Net Promoter Scores
• Backlog
• Productivity
• Escalations
• Knowledge (creation and usage