Manager, Product Support

Product Support plays a crucial role in ensuring a seamless and superior customer experience from initial contact to resolution. Our team is responsible for providing ongoing support for multiple assigned products, handling everything from pre-release through post-launch phases. We work closely with Product Support teams, Product Management, and Product Development to address customer needs and deliver timely solutions.

By understanding our customers' use of the products and the service components involved, Product Support helps build strong, long-term customer relationships. We are committed to resolving technology issues promptly, ensuring that any impact on our customers' operations is minimized. With a focus on proactive problem-solving, we are always prepared to provide effective solutions.

Job Accountability/Responsibilities:

Essential Functions:

 Overview: 

• Responsible for tactical management of product support policies, objectives, and initiatives to ensure alignment with business goals and customer needs
• Foster an environment that encourages continuous skill development. Provide regular, constructive feedback to employees, helping them integrate new skills and knowledge into their responsibilities to enhance team performance
• Serve as an account manager for assigned accounts
• Leverage data to identify opportunities for improving support workflows, enhancing efficiency, and driving continuous improvements in customer support

 People Management:

• Supervise Product Support Specialists to ensure optimal coverage, skill availability, and promote a culture of continuous improvement
• Effectively communicate and reinforce Railinc's strategic initiatives, direction, and key customer satisfaction drivers to align the team with organizational goals
• Mentor, coach, and develop Product Support Specialists, providing ongoing performance feedback to foster growth and ensure high standards of service
• Support employees in developing their skills by offering regular performance feedback and helping them apply new knowledge and abilities to their roles, ensuring continued expertise and effectiveness.

Service and Support:

• Assist the Customer Experience Director with day-to-day activities, including monitoring work queues and reviewing daily reports to ensure customer issues are resolved professionally, accurately, and promptly
• Regularly review cases to identify areas requiring further action or escalation, ensuring proper documentation and identifying recurring issues or trends
• Proactively identify opportunities for process improvements within the team, facilitating continuous enhancement of customer support operations
• Support the development and execution of test plans, ensuring that products perform as expected during planned releases and unplanned outages
•  Assist in the communication and execution of customer surveys, including following up with customers and ensuring timely issue resolution

Key Measures:

• Successful completion of customer surveys and individual objectives
• Achievement of high customer satisfaction ratings, reflecting the effectiveness of support services
• Adherence to service level agreements, ensuring that customer expectations are consistently met within agreed timelines
• Timely and efficient resolution of maintenance management tickets, minimizing customer downtime
• Identification and implementation of strategies to optimize the "cost to serve" while maintaining high-quality service
• Timely availability and notification of completed business verification
• Ensuring the timely availability and notification of completed business verification, enhancing customer transparency and trust
• Successfully completing audits on time, including ensuring compliance with LOAs

 

Non-Essential Functions:

• Provide timely and responsive 24x7 emergency on-call support based on a rotating schedule for business verification of planned and un-planned applications and/or infrastructure outages and releases
• Fill in for Product Support Team Members in all roles as needed
• Provide oversight to interns and other contract professionals
• Lead in recruitment efforts
• Additional duties as needed

 

Knowledge, Skills, abilities/minimum requirements/competencies:

• Strong management skills with a proven track record of developing and mentoring staff to achieve their full potential
• Ability to work effectively both within the department and a