Manager, Support Services

Manager of Support Services
Harris School Solutions - Remote

As a Manager of Support Services, this professional will oversee the ongoing efforts of the Support team. This professional will ensure high levels of customer satisfaction and drive continuous improvement initiatives. Some travel to client sites may be required.

Harris School Nutrition Solutions is seeking a Manager of Support Services to join our team to oversee our Support Services within the School Nutrition market space.  The selected candidate will be laser-focused on customer satisfaction and objectives.  Goals and actions taken as Manager of Support should be focused on maintaining high levels of satisfaction, as well as continuous improvement in any areas of opportunity.  

Duties will include day-to-day operations management for members of the Support Services team, management of our internal ticketing system (CRM), client escalations (where applicable), and direct oversight/HR responsibilities for direct reports.  The selected candidate will be responsible for learning the applications we support and serving as a point of escalation for our customers, should the need arise.  

In addition, this individual will be responsible for managing the consolidation of two separate School Nutrition support teams in to one consolidated team – this individual will need to spearhead efforts, schedule/coordinate tasks/trainings/system conversions and ensure regular communication is provided to keep all stakeholders up to date on consolidation efforts.  While this individual’s primary focus will be customer service and department oversight with the team, other duties will include delivery of remote (or, in some cases, onsite) client-facing training via webinars/User Conferences, internal staff training, data import/conversion and setup/configuration tasks within our software applications, when needed, especially during periods of peak support volume.  The selected candidate will have the option to be fully remote, or work from within any Harris office location.

What your impact will be:

• Lead and mentor a team of customer support specialists, providing guidance, coaching, and professional development opportunities.
• Develop and implement strategies to optimize the customer support experience and drive increased customer satisfaction.
• Ensure timely resolution of customer inquiries and issues.
• Act as manager-level point of escalation for customer issues.
• Oversee and manage external communications with customers, as well as customer-facing help/knowledgebase documentation
• Work closely with various departments; R&D, Sales, Professional Services, and Executive Management to ensure client and inter-departmental issues are resolved promptly. 
• Provide insight on best practices and participate in our process improvement cycles
• Build and maintain clear, effective relationships and communication channels with clients, partners, vendors, and internal team members
• Coordinate, plan, schedule and communicate Customer User Group Meetings, client webinars and other training/services provided by the Support Team

What we are looking for:

• 5+ years team management experience, preferably in a software support environment

• Experience working with end-user, business/executive, and IT groups
• Excellent examination and problem-solving skills with the ability to analyze information and make informed, independent decisions quickly, efficiently, and effectively
• Proven ability to work on multiple initiatives in a team environment; demonstrated track record of performing well under pressure
• Dependable, organized, flexible, self-motivated individual with the ability to work independently and as a strong, collaborative team member
• Outstanding organizational skills; superior verbal and written communication skills
• Excellent interpersonal communication and presentation skills
• Experience in the school nutrition market space (at a district-wide level) considered a strong asset
• Travel required – up to 25%