Client Support Manager

US-OH-Cleveland

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Job Description

MRI Software offers enterprise software applications and hosted solutions that support real estate property owners, investors, and managers in operating their real estate property management businesses and maximizing the returns on their diverse global business portfolios.  Our client base ranges from small- and mid-size property managers to Fortune 500 companies.

 

Purpose:

The Client Support Manager will manage a team of Software Support Analysts who are responsible for responding to and resolving customer inquiries involving MRI Software modules.  Management of the team will include measuring the performance of Analysts against established benchmarks, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve Analyst performance.  Client Support Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.


Essential Functions:

  • Manage the performance of team against all established Client Support benchmarks and metrics
  • Monitor phone and e-case queues to ensure calls are not being abandoned and all cases are responded to within established SLAs
  • Provide coaching and constructive feedback to improve performance and enable your team to achieve all established goals & MBOs
  • Participate in the escalation process including working with clients and other MRI departments to resolve client cases
  • Conduct regularly scheduled team and one-on-one meetings with your direct reports to address analyst issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
  • Develop and implement tactical plans for achieving strategic initiatives
  • Perform monthly case quality audits of direct reports
  • May participate in the development of strategic initiatives to improve department efficiencies, processes, and enhance the Client Experience
  • Evaluate and provide mid-year and end of year performance reviews for direct reports
  • Assist in implementing training plans for direct reports and identify areas for analyst development
  • Adhere to all established MRI Software policies and guidelines
  • Performs other duties and responsibilities as assigned.

Skills/Requirements

Knowledge, Skills, & Abilities:

  • Excellent interpersonal and professional communication skills, both verbal and written
  • Strong time management and organizational skills
  • Proven ability to lead a team to achieve operational goals
  • Ability to manage multiple tasks, while effectively focusing on priority issues
  • Excellent problem solving, leadership, and coaching skills
  • Ability to work as a member of a team and cross-functionally


Training & Experience:

  • Bachelors Degree or other relevant combination of training and experience preferred
  • Previous supervisory or management experience preferred
  • Customer service experience preferred
  • Inbound support center experience preferred

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