Customer Service Manager

2 weeks ago

Dublin, Dublin City, Ireland Storm Technology, Ltd. Full time

Role: Customer Service Manager

Department: Customer Success

Location: Dublin (Hybrid)

Reporting To: Practice Director

Reports: Customer Support Team

Who We Are: Storm Technology specialises in helping clients expand the possibilities of what digital technology can achieve for their business. A Microsoft Solutions Partner with over 27 years' experience, Storm Technology is the solutions partner of choice for digital technology advancement and adoption. Our team is comprised of highly skilled business professionals, technology experts, and change management specialists, who bring business and technology know-how together with a proven project methodology to deliver tangible return on investment. They are passionate individuals who thrive when part of a team that designs the best technology solutions for our clients.

Role overview

The Customer Service Managerhas senior level experience in overseeing the day to day operations of the Storm Customer Support Practice which is a dynamic and fast-paced environment.

The responsibilities include managing the day to day activities of the Support team; on-boarding new customers; delivery of service level reports to customers; develop and maintain strong, long-lasting relationships with key stakeholders and decision-makers within customer organizations, regular check-ins with customers to understand needs, challenges and to problem-solve with them; communicating customer service objectives to the support team and Practices; compiling data to make assessments of their department's progress and coordinating with senior leadership and the broader Storm management community to find ways to enhance their customer service outcomes.

This role will report directly to the Customer Success Practice Director and will work closely with other Practice Directors, Team Leads, Technical Consultants, and Resource Managers across Storm to ensure practice goals and objectives are met and customer experience is maximised.

Responsibilities/Performance Objectives

·Provide leadership to the team of Support Consultants and Engineers in the Customer Success Practice and act as a positive role model.

·Taking full accountability for the successful outcome of customer support activities.

·Taking responsibility for the effective transition of projects to the Customer Support function at project completion

·Responsible for the Maintenance and review of Support activities and staff utilisation/assignments to ensure appropriate staffing levels

·Track and report on key performance indicators (KPIs) related to customer success, summarised in monthly reporting process

·Be a first point of escalation for customer support stakeholders, and seek to understand and resolve complex customer issues and concerns

·Collect and relay customer feedback to internal teams to influence project deployment and improvements.

·Motivate, support and mentor team members, developing and enhancing their skills and professionalism and coordinate the provision of appropriate training to the Storm team as required.

·Responsible for creating and maintaining internal policies and procedures relating to project management and ensuring quality is considered at all stages within Customer Success processes and interactions.

·Develop and maintain professional, open, and honest working relationships with team members and the ELT.

·Liaise with Storm's functional and technical consultants in the deployment of solutions.

Required Skills and Experience

·Graduate level qualification – post graduate qualification and/or ongoing qualifications are desirable

·5 years + in customer success team lead/management type roles or a related role (technology company experience is desirable)

·Strong MS product skills required (– in particular D365/CRM & Excel); experienced working with service delivery methodologies, utilising relevant tools and technologies to enhance team productivity and streamline processes

·Exceptional customer relationship development skills, experience in handling customers' requests and issues in a management role

·Ability to lead and motivate team members, fostering a collaborative environment, promoting teamwork, and building a strong cohesive customer success team

·Providing guidance, support, and development opportunities to help team members grow and succeed, monitoring team performance, providing coaching and developmental feedback, and implementing strategies for continuous improvement

·Robust budget management skills.

·Determined problem solver and excellent analytical abilities

·Strong interpersonal and communication skills, both written and verbal

·Genuine interest in growing your knowledge and experience in a fast-paced and dynamic industry and work environment

·Demonstrable aptitude for taking on accountability, quick learning, and innovation initiatives

·Exceptional personal drive, proactive approach to work and results oriented with an ambition to progress your career.


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