(Remote) Manager, Support Services

A division of Harris, Aumentum is seeking a Support Services Manager.

This role is for a Support Services Manager who will lead a team of up to 10 people in our Support Department.

Your main goal will be to ensure our customers receive excellent technical software support.

This remote role welcomes candidates anywhere in the US.

Beyond leading your team, you will:


* Improve processes: Define and implement ways to resolve customer issues quickly and effectively, aiming to keep customers happy and encourage them to recommend us.


* Work with other teams: Collaborate with colleagues across departments to deliver successful software, provide high-quality technical solutions, and boost overall customer satisfaction.


* Be a key contact: Serve as a main point of contact for customers and handle escalated issues, building strong relationships.

Key Responsibilities:


* Help grow our maintenance revenue each year.


* Proactively follow up with customers, communicate clearly, and manage issues to meet our agreements and keep customers satisfied.


* Set clear goals for your team, track their progress, and coach them to perform at their best.


* Focus on the value of customer relationships, including their willingness to be a reference, and find ways to increase revenue from existing customers.


* Regularly review and improve our processes to make them more efficient.


* Resolve customer service issues and help improve our overall service.


* Understand maintenance contract details and explain them to customers to help meet monthly revenue targets.


* Handle HR tasks within the Support Department.


* Travel occasionally for customer visits, user group meetings, customer conferences, or process improvement trips.


* Improve operations to reduce customer calls and fix software issues.


* Monitor department performance by tracking trends and statistics, then report these findings to senior management.


* Act as a manager-level contact for customer issue escalations.


* Monitor customer satisfaction.


* Help create and implement support initiatives, such as knowledge bases, technical guides, and documentation.


* Work closely with other departments (R&D, Sales, Professional Services, Client Management) to resolve customer and internal issues promptly.

What we're looking for:


* A Bachelor's Degree (preferred).


* 5-7 years of experience in customer support or a similar role.


* A proven history of building or leading diverse and effective teams.


* Previous experience in a management, supervisory, or leadership position.


* Strong analytical and problem-solving skills.


* Excellent written, verbal, and interpersonal communication skills.


* The ability to work independently and lead a team, including remotely.


* The capacity to manage multiple teams and initiatives at once.


* Experience with ticket tracking software (e.g., Salesforce, TeamSupp...