About Us:

We are a leading provider of ERP software and solutions catering to dealers and rental companies in the heavy equipment sector. With a focus on industries like construction, mining, forestry, material handling, and agriculture, we aspire to be the forefront thought leader in ERP solutions, serving as a trusted advisor to our clientele. Operating globally with over 700 employees across four continents, we are committed to expanding our North American presence with both on-premises and cloud-based ERP solutions from our headquarters in Cary, NC.

Why Join VitalEdge?

At VitalEdge, we're not just about technology; we're about driving transformative change that positively impacts society, from building homes and critical infrastructure to facilitating food production and product delivery. Our mission is to empower the world to keep moving forward. With over 60 years of combined industry experience and two leading software suites, we are poised to drive innovation and progress. Join us in this exciting journey!

Position Overview:

As a front-line Manager for Client Support at VitalEdge ERP software (Software as a Service based company), you'll play a crucial role in ensuring our clients receive exceptional support and assistance with our software solutions. You will be the primary point of contact for team members and clients seeking assistance with issues, product inquiries, and general guidance.

Responsibilities:

1. Team Leadership:
   • Lead, mentor, and motivate a team of customer support representatives to deliver high-quality service.
   • Set performance goals, conduct regular performance evaluations, and provide constructive feedback to team members.
2. Customer Engagement:
   • Develop and maintain strong relationships with key customers, understanding their needs and providing tailored support solutions.
   • Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement.
3. Support Operations:
   • Oversee the day-to-day operations of the customer support team, ensuring timely response to customer inquiries and issue resolution.
   • Monitor support ticket queues, prioritize tasks, and allocate resources effectively to meet service level agreements (SLAs).
4. Process Improvement:
   • Continuously evaluate and refine support processes to enhance efficiency and customer satisfaction.
   • Collaborate with internal stakeholders to identify areas for automation and optimization within the support workflow.
5. Product Expertise:
   • Develop a deep understanding of our ERP software solution and stay updated on new features and enhancements.
   • Provide guidance and training to the support team to ensure they are equipped to address customer inquiries effectively.
6. Reporting and Analysis:
   • Track key support metrics such as response time, resolution time, customer satisfaction scores, and churn rates.
   • Generate regular reports and dashboards to monitor performance trends and identify areas for improvement.
7. Escalation Management:
   • Handle escalated customer issues promptly and effectively, coordinating with internal teams as needed to ensure timely resolution.
   • Act as a point of contact for critical incidents, managing communication and escalation processes to minimize impact on customers.

Qualifications:

• Bachelor's degree in business, computer science, or a related field.
• Proven experience in customer support management, preferably in a SaaS environment.
• Deep understanding of ERP software concepts and functionality.
• Strong leadership skills with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Excellent knowledge of either with Logistics or Finance.
• Analytical mindset with the ability to use data to drive decision-making and process improvement.
• Proficiency in using support tools and systems (e.g., CRM software, ticketing systems).
• Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.
• Fluency in English and Hindi; additional regional languages a plus.

Join us in revolutionizing the way businesses manage their operations with our innovative ERP software solution. If you're passionate about delivering exceptional customer experiences and driving success, we want to hear from you! Apply now to become our Vitaledge Customer Support Manager.

VitalEdge is an Equal Opportunity Employer