Client Services Manager

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Company: Aquila Companies
Location: Pembroke Pines, FL

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Client Services Manager
Emphasys Software
Pembroke Pines, FL 33027

Emphasys Software is currently seeking a Client Services Manager in Pembroke Pines, FL to lead a growing team to provide world-class, customer-focused service and technical product support.

PROFESSIONAL RESPONSIBILITIES
Reporting to the General Manager of the division, the Client Services Manager will manage the client support experience for strategic accounts, and will have the following primary responsibilities:

  • Oversee all customer support functions in the division, including overall client communication, identification and resolution of low-level and training issues, escalation of and collaboration with the development team to reach efficient resolution of complex issues.
  • Lead and facilitate the team’s proactive communication with clients to provide outstanding support, assist with custom application needs and improve overall product experience. Objectively measure and improve client satisfaction using key best practice metrics to drive decisions.
  • Supervise and guide the daily activities of the technical support team to ensure that all tickets are completed in a timely and effective manner, consistent with corporate objectives and metrics.
  • Constantly monitor the support ticketing and project systems, reconciling systems daily. Proactively identify support issue patterns and resolve efficiently. Develop and evaluate metrics to maximize efficiency and gauge client satisfaction.
  • Coach and train team members to boost performance and foster each individual’s personal and career development. Assist with recruiting of best-in-class team members.
  • Facilitate communication and teamwork in a cross-functional environment between sales, professional services, support, development, as well as our customers using a Scrum methodology.

REQUIREMENTS

  • BA or BS in Computer Science or related field, or equivalent combination of education and experience.
  • Minimum of 3 years of customer-facing, software support experience
  • At least 1 year in a management role, preferably leading a technical support team.
  • Proven leadership skills with demonstrated success developing and/or engaging a top-notch team.
  • Technical knowledge of web and Windows applications. Experience and knowledge of SQL, SSRS reporting, Crystal, and MS-Office products preferred. Knowledge and experience working in a Scrum environment preferred. Experience implementing or working with Jira software and service desk a plus.
  • Strong customer service orientation and personal accountability mindset.
  • Excellent, professional communication skills, with the ability to communicate technical concepts to both the development team and clients.
  • Excellent analytical skills with the ability to identify, understand and help resolve issues promptly.

Local candidates only please. We are currently located in Miami, but will be relocating to Pembroke Pines in early 2020.


WHY EMPHASYS?
Emphasys provides solutions to help the affordable housing industry modernize their business systems, from financial management to compliance tracking and loan portfolio management. Through our HFA suite of products, Emphasys helps house low-income families across the country.

Owned by Constellation Software, Inc., the leading global provider of industry-specific software solutions, Emphasys has decades of leadership in this market, we are well-positioned to deliver our solutions across the nation. Joining Emphasys means joining a global network of 17,000+ employees, with numerous career development and advancement opportunities.

We offer competitive compensation, a full array of benefits including health and life insurance and 401(k) match, as well as health-membership discount and free snacks and beverages. Our team is growing in all departments, and we are looking for the highest quality talent to join us on our journey.