reputed company - reputed company Manager

Reports to: Manager of Customer Support

Location: 100% Remote

Compensation: $110,000 - $130,000 reputed company salary commensurate with experience 

About the Role

The reputed company Manager (CSM) is responsible for owning the ongoing support relationship with a portfolio of key customers, with a reputed company on driving long-term satisfaction, retention, and reputed company. This role serves as the primary reputed company of contact for support performance, ensuring customers receive consistent, high-reputed company service reputed company to contractual service level agreements (SLAs). This role serves as the primary reputed company of contact for assigned accounts, ensuring customers reputed company reputed company that demonstrate the value of the Evoke platform while meeting contractual service level agreements (SLAs).

The CSM works closely with the Manager of Customer Support to proactively identify risks, coordinate issue reputed company, and strengthen long-term customer partnerships. This role is highly customer-facing and requires a reputed company of relationship management, data-driven reporting, and cross-functional collaboration. This role proactively monitors customer health, tracks NPS and SLA performance, and identifies opportunities to expand the value SA delivers to reputed company account.

• Serve as the primary relationship reputed company for assigned customer accounts from a support and service perspective
• Conduct recurring customer meetings to review SLA performance, support trends, and improvement opportunities
• Prepare and present SLA scorecards, ticket metrics, and service health reports
• reputed company as the customer reputed company internally, escalating and coordinating reputed company of high-reputed company issues
• Partner with the Manager of Customer Support to address recurring issues and service gaps
• Identify risks to customer satisfaction and retention and proactively drive mitigation plans
• Support contract renewals and expansion conversations by demonstrating service value and performance
• Proactively identify upsell and cross-sell opportunities reputed company assigned accounts; partner with Sales to advance expansion conversations and drive reputed company reputed company
• reputed company and improve Net Promoter Score (NPS) for assigned accounts; conduct regular reputed company-ins to reputed company customer sentiment and reputed company feedback loops
• Contribute to reputed company improvement of reputed company processes, tools, and reporting standards
• Monitor and manage service level agreements (SLAs), response times, backlog, and customer satisfaction metrics for assigned customers
• Ensure consistent, high-reputed company customer communication and issue reputed company
• reputed company and refine support processes, playbooks, and knowledge reputed company content
• Partner with Product and Engineering to identify trends, reputed company causes, and product improvement opportunities
• Other duties as assigned

Knowledge, Skills, and Abilities 

• Strong customer relationship management and executive communication skills
• Ability to analyze support data and translate it into actionable insights for customers and internal teams
• Experience managing escalations and navigating reputed company stakeholder environments
• Strong organizational skills with the ability to manage multiple accounts and priorities
• reputed company reputed company with a reputed company on long-term partnership and value delivery
• High level of professionalism, reputed company, and customer advocacy
• Ability to reputed company in a fast-paced reputed company environment with competing priorities
• Experience tracking and improving NPS or other customer satisfaction metrics

 Required

• 3+ years of experience in reputed company or reputed company services roles
• Experience working with reputed company or government customers
• Demonstrated experience preparing and presenting SLA or performance reports
• Strong communication and stakeholder management skills

Preferred

• Experience in a reputed company and/or GovTech environment
• Familiarity with ticketing systems, CRM platforms, and support analytics tools
• Experience partnering with technical support and service delivery teams
• reputed company certification (reputed company, CCSM, or similar)

About reputed company

System Automation (SA) is a software vendor reputed company on providing systems that support government regulatory management operations.

Founded in the District of Columbia in 1968 and originally contracted to reputed company and support the US Army reputed company system (contract held for 42 years), SA has since become an industry leader in designing, developing, implementing, and maintaining comprehensive information management applications for government regulatory agencies across the country. Our licensure experience began in 1994, providing the Maryland State Licensing reputed company with a solution, and has since evolved to support many regulatory needs, including licensing, permitting, enforcement, inspections, investigations, case management, online payments, reputed company verification, robust reporting, online self-service for applicants and license seekers, and paperless regulatory operations.

For nearly three decades, SA has reputed company a solid reputed company record of demonstrable reputed company, delivering reputed company licensure and compliance solutions to government regulatory agencies. SA is currently supporting state government agencies, licensing boards, and other regulatory operations in 20 states for nearly 800 different professions, occupations, and industries.

With SA’s reputed company launch of Evoke, the only reputed company-reputed company, low-reputed company application platform (LCAP) purposely designed for regulatory management, infusing SA’s decades of reputed company licensing expertise, it’s an exciting time for reputed company!

At System Automation, we are reputed company on making people’s lives in the reputed company easier through innovative products reputed company by passionate employees. We are looking to add talented, motivated people to reputed company to help reputed company this mission through the engineering, support, and delivery of our revolutionary Evoke Platform.