Head of Client Support Services Software Products

Head of Client Support Services [Software Products]

Home based, minimum of 1 day in Milton Keynes office + team days as required

Salary C. £45,000

Key Knowledge / Experience

• Experience working with software developers and software development projects and of being the interface between development / support and the client
• Experience of dealing with technical/IT developer staff and enjoy working with technology solutions
• Highly organised with a completer finisher mentality
• Extremely comfortable and competent with IT systems and, ideally, data reporting tools, which have been used effectively and regularly in previous roles
• Experience of support ticketing systems is advantageous, but training will be provided
• Curiosity with a desire to understand problems and locate the best solutions
• Strong interpersonal skills, with a proven track record of developing strong relationships across mixed teams with the ability to remain courteous and calm even when busy
• A naturally strong administrator who enjoys keeping records and takes pleasure in systems and process that drive departmental efficiency
• Comfortable taking ownership for personal actions and decisions
• High level of personal drive, which is demonstrable via previous roles
• High level of literacy and numeracy
• Confident with numbers and complex calculations and willing to learn new methodologies
• Personal values of honesty and hard work that match with the client’s values
• Advanced Excel

The client handles huge volumes of sales data for its clients, each one storing over 1 million rows of sales transactions with us, so good numeracy and advanced Excel is essential in this role because it is required to triage user support queries, replicate issues the user has reported and then differentiate between technology bugs and user error and resolve the matter accordingly

Working with the Head of Development to ensure technical projects are rolled out on time:

• Maintaining up to date work schedules on the in house support board
• Escalating more complex development tasks to senior management for approval
• Testing new releases and signing off work
• Maintaining communication with users as issues are triaged and resolved
• Agreeing new team training requirements to ensure the Support Services Team is up to date and has expertise on all in house tech
• Attending regular meetings with the Development Team to build relationships and keep projects on track

Working with the Head of Data Quality to ensure that data cleansing is positively impacting the user experience:

• Identifying data cleansing queries amongst the user support questions and passing them on to the Data Cleansing Team after triage
• Communicating the issue back to the user and managing expectations
• Liaising with the Head of Data Quality on producing and monitoring QA reports to prioritise workloads across the team
• Identifying where data cleansing can be improved whilst using the systems on a day to day basis and creating a programme of continuous improvement with the Head of Development and Head of Data Quality

Managing and developing the Support Services team to create a positive and engaged department that wants to delight users:

• Agree tasks and priorities across team members and create a collaborative culture where work can be passed amongst team members based on capacity and availability
• Build administrative systems that support departmental efficiency across the support inbox; the support board in HubSpot; Nuclino, the team Wikki; and the team folders on the shared drive
• Ensure training notes are kept up to date and team members are given clear instructions on what is expected and management support to achieve expectations

Personal Profile

• Reporting to the Managing Director, the ideal post-holder will be an excellent multi-tasker who is a natural list maker and 'completer finisher’
• With an ability to put the client’s needs first and think outside the box on solving issues, the postholder is a quick thinker who is able to adapt and rapidly identify the best outcome for the user, whilst not over-burdening the support team with requirements that are overly complex
• An individual who takes the time to understand user issues and potential solutions and is not afraid to remind people about their deadlines but is able to do this with courtesy and humour
• As a small team, within a rapidly growing business, all team members need to be able to muck in and support each other to ensure that the client’s needs come first and work is completed on time and, ideally, beyond expectations.
• Full training will be provided on the custom solutions but a logical mindset and broad experience as an advanced user of CRM, sales reporting or accountancy packages, for example, would be a distinct advantage
• The developers are always working at capacity and rely on the Client Support Team to prioritise work and remind them of deadlines, so a sense of humour and empathy for the complexity of what the developers do on a day-to-day basis will ease pressure and increase a collaborative working environment
• The post holder will have two direct reports who work part time so a desire to develop team members and build an effective team dynamic will be essential
• This team is responsible for running and monitoring KPI reports to check service levels and run some client reports so logic, accuracy and an ability to present data will be required

Key Accountabilities

• Working closely with the Commercial team to ensure that reporting platform service levels are met and contract renewals are successful:
• Provide KPI reporting to the Head of Commercial monthly to evidence that the business is meeting its client SLAs
• Provide QA reporting to the Commercial team to evidence data quality and accuracy
• Escalate user issues that require the intervention of the Commercial Team, perhaps because the request is chargeable, or it suggests a broader customer engagement requirement
• Attend client meetings at the request of the Commercial Team