Customer Support Manager

The Customer Support Manager plays a crucial role in assisting the client relationship manager in ensuring excellent customer service and fostering long-term relationships with clients. This position is responsible for providing administrative support and coordination to enhance client retention efforts, streamline processes, ensure timely payment collections, and improve overall client satisfaction.

The core responsibilities for the job include the following:

Maintain accurate and up-to-date client records in the CRM system. Administrative Tasks:

• Cross-verification of invoices against order forms, ensuring the inclusion of all price uplift rates; ensure the accuracy of all billing details, including the receipt and acknowledgement of invoices. Handle general administrative tasks, including checking correct order processing, liaising with Order Management for amending invoices and license swaps, and working with vendor registration support teams to ensure timely payments.
• Update contacts with transactions in GSI; sold-to and e-billing, and generate renewal Order Forms

Client Communication:

• Serve as a point of contact for supporting client inquiries, ensuring prompt and courteous responses.
• Ensure all renewal notices are prepared correctly and dispatched on time. Help CRM find contacts on LinkedIn, track usage, and provide key highlights of usage patterns. Help with various ad hoc marketing event invites.

Documentation and Reporting:

• Assume ownership of tracking and maintaining implementation logs for all new installations.
• Act as a point of contact for low-value customers, effectively liaising with them on behalf of the Client Relationship Managers

Process Improvement:

• Identify opportunities to streamline administrative processes to enhance efficiency and collaborate with cross-functional teams like CRMs, Order Management, and Credit Control/Collections teams to implement process improvements. Track and improve the list of pending/overdue renewals by following up with both internal and external stakeholders

Payment Collection Tasks:

• Maintain a structured approach to payment adherence. Act as an intermediary between CRM and Collections on outstanding invoices
• Ensure payments are made in accordance with established schedules and update the Accounts Receivable file promptly.

Requirements:

• Bachelor's degree in business administration, marketing, or a related field (preferred).
• Proven experience in administrative support roles and customer relations.
• Proficiency in CRM software and MS Office Suite (Word, Excel, PowerPoint).
• Excellent communication, interpersonal skills, and organizational skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and collaboratively within a team.
• Customer-focused mindset and dedication to client satisfaction.