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IT Product Support/Customer Success Manager

Up to £45,000

Tuesday 16 Jul 2024

Ref: 5667

IT Product Support/Customer Success Manager - Edinburgh/Hybrid
About us
Our client is a fast growing business focused on delivering innovative platforms that enhance the education landscape.  They offer unique products that are being adopted at scale.  Their product was developed specifically for the education and training markets to enhance teaching and learning.
As well as offering a competitive salary of up to £45,000 in return for your hard work and dedication, you will be rewarded with a range of amazing benefits which include:
  • A generous holiday allowance.
  • Flexible working options.
  • Fantastic Healthcare and Pension Scheme.
About the Role
  • Lead and manage the 1st Line Technical Support team, providing support, mentorship, and guidance.

  • Oversee the day-to-day operations of the technical support department, ensuring efficient handling of customer enquiries and technical issues.

  • Work closely with other departments, including sales, operations, and product development, to resolve customer issues and improve product functionality.

  • Monitor key performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive measures to continuously improve performance.

  • Provide regular reports and updates to senior management on technical support operations and customer feedback.

About You
As an experienced Customer Success Manager, you will need to be passionate about innovative technology, be able to lead from the front to expand the team and help the company achieve their growth plans.  You will have:
  • Min of 3 years’ experience in similar role

  • Excellent Customer Service Skills and Customer Success driven.

  • Excellent working knowledge of web-software and internet technologies

  • Ability to work to service level agreements and prioritise workload accordingly

  • Experience of B2B

  • Good understanding of video conferencing technology and collaboration software.

  • Experience of using HubSpot Customer Service Tool desirable

If you are a driven and ambitious IT Support Manger looking for a new challenge, this could be the perfect role for you. Don't miss out on this exciting opportunity to join a dynamic and forward-thinking company. 
Bright Purple is an equal opportunities employer: we are proud to work with clients who share our values of diversity and inclusion in our industry
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