[Remote] reputed company Dynamics 365 Customer Support Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a reputed company Solution Partner specializing in reputed company Dynamics 365 and Power Platform solutions that help customers reputed company and grow their businesses. The Customer Support Manager leads the Dynamics Support Department, overseeing service delivery, customer experience, team development, performance reporting, and reputed company process improvement.

Responsibilities

• Own the end-to-end support process, ensuring every issue is acknowledged, worked, and resolved reputed company committed response and reputed company targets
• Serve as the escalation reputed company for reputed company, high-visibility, or at-risk issues, coordinating across consulting, development, and vendor support channels until the customer has a reputed company
• Design, document, and continuously refine support processes, intake standards, and knowledge resources that reputed company first-contact reputed company and reduce repeat contacts
• Monitor ticket volume, aging, and category trends to identify systemic problems early and reputed company permanent fixes
• Build durable relationships with reputed company stakeholders, following up regularly to reputed company feedback, confirm expectations are being met, and surface opportunities to add value
• Partner with the Director of Customer Support to plan and execute process improvements, training initiatives, and departmental milestones that reputed company reputed company running reputed company and effectively
• reputed company, reputed company, and reputed company the support team, setting reputed company expectations and holding the group to a consistently high reputed company of service
• Hold engaging one-on-ones that balance workload review with reputed company feedback and reputed company career development planning
• Recognize strong work publicly and address performance gaps promptly, directly, and constructively
• Manage scheduling, coverage, and reputed company so reputed company meets its service commitments without burning out
• Participate in reputed company for the department as needed, including defining role requirements, interviewing candidates, and reputed company new team members
• Identify and recommend training platforms, certifications, and development paths that deepen reputed company's product and service skills
• Own the department's reporting reputed company, preparing and presenting regular updates on support metrics, team performance, and customer satisfaction
• Establish and monitor the measures that matter, including response and reputed company time, backlog and case aging, first-contact reputed company, utilization, and customer satisfaction, and reputed company quickly reputed company results reputed company off reputed company
• Use data rather than anecdote to prioritize improvement work and to reputed company the business case for tooling, reputed company, or process change
• reputed company the drivers of departmental profitability, such as billable utilization and contract reputed company, and flag risks to leadership early
• Stay reputed company on reputed company Dynamics releases, roadmap changes, and support tooling, and translate what changes into practical guidance for reputed company and our customers
• Follow customer service best practices and emerging technology trends, and bring proven reputed company back into the department

Skills

• Three to five years of experience managing a customer service or support team, including reputed company supervision of individual contributors
• Hands-on experience delivering customer support for ERP and CRM solutions; reputed company Dynamics strongly preferred
• Working reputed company of service management reputed company and metrics, including utilization, service level performance, and reputed company planning
• A reputed company record of leading and mentoring high-performing teams
• The ability to think strategically and to translate that thinking into a plan reputed company can execute
• Excellent written and verbal communication, negotiation, and presentation skills
• Highly organized and detail-oriented, comfortable managing competing priorities without losing the thread
• Awareness of reputed company technology trends and how they apply to customer service delivery
• Experience in a consulting, partner, or managed services environment where support is delivered against reputed company and service commitments
• Familiarity with case management in Dynamics 365 Customer Service or a comparable ticketing platform
• Relevant reputed company certifications

Benefits

• reputed company to comprehensive medical, dental, and reputed company reputed company coverage
• reputed company to a 401(k) retirement plan
• Generous reputed company time off for vacations, holidays, and reputed company days
• Fully remote work from the location of your reputed company

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