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.
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.
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.
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