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Manager, Client Support Services
Ref No.: 18-00022
Location: Salt Lake City, Utah
Manager- Client Support Services
SEARCH Group Partners, a premier recruiting firm, is looking for an experienced Client Support Servies Manager for one of our clients located in Salt Lake City, UT

This position will bring a fresh perspective, creative ideas and executional know-how to develop and implement highly-successful tactics to increase our licensed users' commitment and engagement.
Here are a few things you'll likely find yourself doing in this role...
  • Develop and execute client-focused outreach programs that drive client retention, advocacy and loyalty
  • Understand and create overall business metrics for licensed user outreach, ensuring alignment to company goals
  • Develop a client lifecycle strategy to target clients at the right time with the right message
  • Participate in brainstorming sessions, provide feedback and execute on new tactics and strategies that improve client satisfaction and employee performance
  • Analyze user needs, business and system environment(s), technical context and system constraints to determine functional, cross-functional, and non-functional requirements
  • Be the point of escalation for any client issues
  • Ensure that all requests for software support are handled in an appropriate manner and resolved to the client or instructor's satisfaction
  • Oversee course set up, ensuring that all deadlines are met and courses are not canceled
  • Develop, train and manage employees
  • Develop performance measurements and review employees against pre-defined goals and objectives
  • Daily supervision of software support staff and course coordination staff
  • Approve leave requests and time cards
  • Manage department scheduling
  • Other duties as assigned¿
Here's what you need to have...
  • Technical acumen and knowledge
  • Ability to train others in customer service and software
  • Knowledge of current industry trends and best practices
  • Ability to work independently
  • Excellent leadership and management skills
  • The ability to make decisions, problem solver, prioritize assignments and direct the workforce
  • The ability to juggle multiple projects
  • Ability to meet strict deadlines
  • Bachelor's Degree preferred
  • At least 3-5 years of Technical Support Management
  • At least 3-5 years of Customer Service Management
  • Proven experience using data to create various metrics
  • Business Analyst experience preferred

About SEARCH Group Partners:
SGP provides professional talent acquisition and consulting services. The services we offer include temporary, temporary-to-hire, permanent placement, executive search, consulting, interim management transitions, on-site solutions, outsourcing, talent development and human resources. SGP believes in and understands the importance of investing time into both our clients and candidates. We know what it takes to forge successful, professional, long-lasting relationships and partnerships. We represent an exclusive network of professionals and take the time to get to know every one of our clients and candidates personally.

At SEARCH Group Partners, we celebrate and support diversity and are proud to be an Equal Opportunity & Affirmative Action employer. In order to comply with federal regulations, we maintain records of the race and gender of applicants. For this reason and this reason only, we ask that you indicate your gender, race and ethnicity. If you do choose to answer these questions, this information will not affect your being considered for employment opportunities for which you are qualified.