Product Support Manager - Eclipse - Hyannis, MA

Location: Hyannis, MA 02601 Reference ID: 71015925-2340-47C5-A4E3-D484FE9A7246 Status: Full Time, Employee Job Category: Customer Support/Client Care Career Opportunity at Activant Solutions Activant has over 30 years of experience helping retailers and wholesale distributors improve their business with our technology-based solutions that can help them run their business end-to-end. The drive and passion of our employees shows in every aspect of how we develop products, service, and educate our customers to continually improve their business and better compete in today's marketplace. As a leader in the industries we serve, we've built a reputation for helping our customers achieve great results proven by what our customers are saying about Activant. Product Support Manager - Eclipse - Hyannis, MA This position is located in Hyannis, MA.Managing the Eclipse Product Support call center, the candidate will be responsible for overseeing the support of customers encountering problems using the company’s Eclipse software application, including the management of tasks involving application product support and software and database administration. The candidate must also plan and lead the efficient operation of a 40+ person inbound support call center employing various call center and technical service delivery technologies. Requires effectively directing and controlling the activities of a broad functional area through several department managers within the company, having overall responsibility for planning, budgeting, implementing and maintaining costs, methods, and employees. Work requires making final decision(s) on administrative or operational matters and ensuring the operation’s effective achievement of objectives. Work requires resolving extremely complex problems where analysis of situations/data requires an evaluation of intangible factors. • Effectively lead all levels of support team, including management and leadership staff. • Develop and execute strategic business plans, operational goals, and performance metrics that drive productivity and ensure a high level of customer service and satisfaction. • Responsible for operational efficiencies through continual improvements. • Produce significant ROI in the area of call reduction through analysis of trends and patterns by product, customer, and department. • Develop a team ensuring the competence of qualified staff through implementation and improvement of process, training and development, and motivational techniques. • Lead Knowledge Management process and information sharing efforts which allow others to benefit from the organization’s collective knowledge. • Drive efficiency of the support teams while providing excellent customer service. • Lead new product introductions which includes initial demand forecasts and definition of skills competencies needed to support product • Collaborate with other department leaders to work towards profitability and service level goals. • Implement and improve tools that will lead to a reduction in handling time per call. • Responsible for staffing and hiring. • Will handle customer issues as appropriate. • Oversee operations of Hyannis office as lead on-site management presence. • Perform other related duties and special projects as assigned. • Requires excellent oral and written communication skills to work effectively with others both inside and outside departmental boundaries, at remote locations and/or outside the company. • Demonstrated ability to solve problems, determine appropriate actions, and complete projects with little direction. • Ability to exercise judgment conducive to quickly bringing any customer support issue to successful resolution. • Initiative and the ability to influence events, rather than passively accepting them, in order to achieve departmental goals. • Requires the ability to exercise judgment which results in actions that are based on logical assumptions and factual information and that take into consideration resources, constraints, and organizational values to make appropriate decisions. • Must have the ability to lead individuals and groups, effectively utilize available resources, and delegate work effectively to achieve department objectives. • Job requires proficiency in using customer service techniques and tools to expediently handle customer calls. • Strong troubleshooting and analytical ability desired. • Excellent PC skills including fluency in Excel, PowerPoint, Word, and Outlook. Education & Experience: • Past experience at a senior level managing a department or organization. • 5 years+ past experience in managing a technical support staff. • Past experience with detailed call, customer, and product trend analysis to determine demand reduction strategies through product, training, and process improvements. • Experience in managing call center quality assurance programs, process analysis and deployment QA and customer quality measurement tools. • Experience with technical support service delivery technologies, i.e., CRM systems, Knowledge Management, QA, chat, email, web, etc. • Experience supporting mission critical applications and understanding of the impact to customers of system or functional outages. • Experience and success developing leaders and leadership skills. • Requires effectively managing the activities of more than two sections or departments through subordinate supervisors or senior staff. • Demonstrated experience in management, strong decision making ability, and willingness to support changing department initiatives.The job specifications are normally acquired through completion of a Bachelor’s degree in Communications, Business, or Computer Information Systems or equivalent experience and prior management experience managing subordinate managers. Reports to the Product Support Director. Click here to APPLY NOW.