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Global Customer Relationship and Support Manager

Global Customer Relationship and Support Manager


Role Summary  

As a key management role reporting to the COO, the Customer Relationships & Support Manager is a robust leader and strong team player who can build relationships internally and externally. Working across the business internally to ensure the Customer Relationship and Support team are aligned with the objectives of the business. Working externally to ensure our customers are delighted with the support received by Semafone.

  • Managing Global and Outsourced Customer Technical Support Teams
  • Managing Customer Relationships - delighting our Customers
  • Managing the Partner and Customer Technical Relationships Team 
  • Dealing with Customer Escalations
  • Programme Managing Customer maintenance, upgrades and change 
  • Experience of dealing with Outsourced Partners
  •  'Change agent' - ready for the next evolution of this fast growing, changing business
  • Strong Leader and Motivator 
  • Please note that this is NOT a sales / account management role

The Role

Responsible for Global Customer Relationships and Technical Support post-deployment, the role requires building customer relationships and positive customer experiences by understanding the needs of the customer. Managing service and support teams to solve technical customer issues (within agreed SLAs) and manage patches and upgrades in line with PCI-DSS requirements.  Delivering a best in class technical account management and customer support service for designated Semafone customers to maximise customer retention. 

You will have Client Services Management experience as you will be initially responsible for a team of circa 12-15 people. Ideally you will have had exposure to FinTech or contact centre environments.  We need a good, solid strategic leader who is very service driven and knows how to get the best out of individuals within their team.

This role is both internal and customer facing and is a key position for the business so excellent communication skills and the ability to develop and maintain strong and productive stake-holder relationships is essential.

The role will include the management of a diverse set of customers acquired through our direct sales teams, channel partners selling the Semafone software on our behalf, Tier 1 and 2 telecommunication carriers who will provide hosted versions of the Semafone software in the cloud and system integrators who will be selling the Semafone software as part of their own solutions. In the majority of cases the customers are contact centre professionals so a good experience of contact centre operations is required.

The Customer Relationships and Support Manager must have the ability and willingness to go the extra mile to meet all our client needs with a “can do” philosophy. 

Client Service Delivery Management

  • Deliver service for client base in line with service expectations; delight customers
  • Support the corporate objectives; revenue, cost and product
  • Work with the Account Management team to deepen relationships with clients
  • Problem solve issues that may arise in terms of external client demand and/or internal research execution 

People Management 

  • Motivate, lead and inspire the department to achieve business objectives
  • Support the development of direct reports and the wider team within the department
  • Identify areas of improvements and provide regular feedback for direct reports
  • Utilise effective performance management to address performance issues in adherence with local employment laws and best practice
  • Develop and execute succession plans and training for the management layer
  • Work closely with peers and direct reports to create plans for attracting, developing, and maintaining staff
  • Identify and resolve skill gaps within all levels

Business Management

  • Promote and drive improvements in standards, productivity and efficiency
  • Execute on strategic initiatives
  • Manage department budget and financial targets
  • Lead change management and proactively identify bottlenecks and propose solutions
  • Participate in the recruitment process to help maintain optimal resource levels across the office
  • Contribute to hiring plans and meet budget headcount and productivity

Department Responsibilities  

  • Lead the Customer Technical Relationship Managers  to ensure that for their designated customers, regular account reviews are undertaken.
  • Track support SLA’s and act as point of escalation for clients with support/delivery issues; as appropriate.
  • Creating and managing action logs and issue resolution plans where necessary.
  • Provide regular reporting for both customers and internal departments as required
  • Produce plans and reports for maximum client retention
  • Support RFI, RFP and contract reviews
  • Maintain data in the relevant Semafone systems
  • Identify and nurture further growth opportunities
  • Manage the handover of new clients from the delivery managers to ensure a seamless transition to a BAU state 

 Key Competencies  

  • Degree level educated  
  • Demonstrate innovation and passion towards work
  • Excellent customer-facing and communication skills
  • Experience of providing a professional customer support management service to high profile blue chip clients, within software product delivery and support environments
  • Experience of contact centre operations
  • A good technical knowledge of software and telephony systems will be an advantage
  • Ability to create quality documentation to support the role where appropriate
  • Good working and practical knowledge of the full Microsoft Office suite of tools
  • Good problem-solving skills, attention to detail and ability to work under pressure and be part of a team essential 

Benefits & Culture

We are a market leader in secure voice transactions and trusted by our customers and partners.  We are on a journey to secure all personal data.  We recruit diverse, ambitious, innovative people who want to grow in a supportive and collaborative environment.  We are passionate, work hard, have fun and celebrate success.

What we'll give you;

  • 25 Days Holiday
  • Competitive Salary
  • Up to 10% Bonus
  • 4 x Salary Life Insurance
  • Vitality Health Insurance
  • HealthShield Cash Back Plan
  • Employee Assistance Programme
  • Bespoke Discounts and Communications Hub
  • Up to 5% Contributory Pension

Semafone is well funded and growing fast, you’ll be joining an organisation that combines an entrepreneurial ‘start-up’ culture with the professionalism of a mature and established business. This is a fabulous opportunity to gain experience on a variety of commercial matters of an international business.

*All final interview candidates will be subject to a DBS check as a pre-condition of a potential offer of employment. Any information found will be considered when making the final hiring decision. Please be aware that the background check process will not go ahead without your written consent.

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Guildford

Pannell House
GU1 4HN Guildford Directions info@semafone.com 0845 543 0822

More than just a job...

Here at Semafone it's all about delivery and we pride ourselves in providing a flexible working environment which aims to support our staff as they journey through their career.  

For country-specific benefits check out each job role, but what else do you get besides your all important salary?

  • Bespoke Discounts & Communications Hub

    perkSTIR is our internal communications hub which houses a whole host of retailer discounts where you can literally save £/$000's a year!

  • Work / Life Balance

    We offer excellent time off benefits and promote flexible working whenever we can.

  • Great Physical Space

    We've got fabulous new offices in all locations. All mod-cons and tech'd up to the rafters it's a technologist's dream location.

  • Team Events

    We regularly get together as either individual teams, location-specific or the whole business. A highlight is our annual offsite, 'FraudSTIR' which involves internal and external presentations, team-building activities and lots of opportunities for socialising!

Workplace & Culture

 

Our company values aren't just words on a page to us.  They're intrinsic to the way we operate and vital to our success.  When they're effectively demonstrated wonderful things happen, so it's no wonder we recruit to our values and culture.

 

Already working at Semafone?

Let’s recruit together and find your next colleague.

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@semafone.com
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