About Us

We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 750 employees, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We are actively seeking talented individuals to join our team and help us aggressively grow our North American footprint for both our on-premises and 100% cloud-based ERP solutions.

Why work for VitalEdge?

We don’t just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us!

Position Overview

As a front-line Manager for Client Support at VitalEdge, a SaaS 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

Team Leadership:

1. Lead, mentor, and motivate a team of customer support representatives to deliver high-quality service
2. Set performance goals, conduct regular performance evaluations, and provide constructive feedback to team members

Customer Engagement:

1. Develop and maintain strong relationships with key customers, understanding their needs and providing tailored support solutions
2. Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement

Support Operations:

1. Oversee the day-to-day operations of the customer support team, ensuring timely response to customer inquiries and issue resolution
2. Monitor support ticket queues, prioritize tasks, and allocate resources effectively to meet service level agreements (SLAs)

Process Improvement:

1. Continuously evaluate and refine support processes to enhance efficiency and customer satisfaction
2. Collaborate with internal stakeholders to identify areas for automation and optimization within the support workflow

Product Expertise:

1. Develop a deep understanding of our ERP software solution and stay updated on new features and enhancements
2. Provide guidance and training to the support team to ensure they are equipped to address customer inquiries effectively

Reporting and Analysis:

1. Track key support metrics such as response time, resolution time, customer satisfaction scores, and churn rates
2. Generate regular reports and dashboards to monitor performance trends and identify areas for improvement

Escalation Management:

1. Handle escalated customer issues promptly and effectively, coordinating with internal teams as needed to ensure timely resolution
2. Act as a point of contact for critical incidents, managing communication and escalation processes to minimize impact on customers

Required Skills & Education

• 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
• 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

VitalEdge is an Equal Opportunity Employer