Client Support Manager
Emarsys, City of Westminster
Client Support Manager
Salary Not Specified
Emarsys, City of Westminster
- Full time
- Permanent
- Onsite working
Posted today, 6 Oct | Get your application in now to be one of the first to apply.
Closing date: Closing date not specified
job Ref: 1a5517e449ec42bc80bdf345a0755620
Full Job Description
- Serve as daily first point of contact for our clients on all operational matters concerning the use of our application
- Identify and troubleshoot technical issues and escalate to 2nd & 3rd 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
Previous helpdesk experience or a customer facing role is a must - Some exposure to web technologies and related web and network stacks (HTML/DNS//HTTP/API)
- Outstanding communication skills (written and verbal) over the phone, via email and on live chat.
- Ability to analyse and troubleshoot technical issues and deliver technical instructions to non-technical audience
- Must be a team player, with outstanding motivation and strong commitment to your role
- Must have a strong willingness to learn and discover new technologies
- Friendly, personable and approachable, with the ability to multi-task and work under pressure Willingness to discover the ins and outs of technical topics such as automated marketing programs, data integrations, RSS, XML, APIs, etc.
- Proficiency in English and French
Emarsys is a fast growing global technology company who values innovation. Born in 2000, we provide a cloud-based software as a service (SaaS) to over 2,000 leading marketing organizations in over 140 countries focused on scaling truly personalized customer interactions regardless of channel (email, web, mobile, social). Emarsys continues to be the partner of choice for marketers because our 600+ team members in 15 offices are focused on engineering innovation into our platform, solving marketing challenges for our customers as a true partner, and helping one another succeed. If you are looking for a rewarding opportunity with a company that values professionalism, has a global footprint, is fast paced, and fun, we challenge you to invest your most important asset - your time - with us. - A job with a dynamic and experienced team of professionals.
- A great working environment, with opportunities to work with and learn from some seriously talented individuals.
- Emarsys Academy - we empower Emarsys employees to inspire excellence by developing their knowledge and skills.
- A company with an international outlook and a good market positioning.
- Be part of the engine that is behind a very fast growing business.
- Competitive remuneration.
- Fridge full of drinks on a Friday!