Manager of Support

ATLANTA GEORGIA UNITED STATES

 

Title:  Manager of Support

Requirements:

  • 4+ years of “hands-on” SaaS Product Support leadership experience
  • Experience working in the construction industry
  • The ability to make complex things seem simple
  • Ability to build relationships with customers and provide white glove service
  • Desire to wear multiple hats and solve problems in a start-up environment
  • A self-starter with a can-do attitude
  • Bachelor’s degree in Engineering or Construction is desired

Skills:

  • Excellent written and communication skills
  • Flexible approach to work in changing situations and uncertainty
  • Process improvement focused
  • Passionate about gaining a deep understanding of the industry and technology
  • Experience in Primavera P6 and Microsoft Project is a bonus

Job Description:

The Manager of Support will build and scale the SmartPM support department from the ground up. The manager of support will develop customer-centric support processes to provide white glove service to customers in a timely manner, while driving continuous improvement

You will:

  • Become an expert in SmartPM and construction scheduling basics so you can resolve customer issues and questions quickly and efficiently
  • Set up the ticketing process
  • Manage and coordinate complex support issues to resolution
  • Create a support feedback mechanism
  • Hire, train, coach, mentor and manage team members as SmartPM grows
  • Interact with Client Success, Sales, Marketing, and Product Development departments at SmartPM by providing support and relaying customer needs and use patterns
  • Assist in developing training, educational, and help-desk materials
  • Constantly improve and update the SmartPM Help Desk and Learning Academy

Apply Here