Global Support Manager

Job Title: Global Support Manager
Department: Legal Tech Consulting
Reports to: UK Managing Director - Legal Technology Consulting
Employment Type: Full-Time Hours
About the Role: The Global Support Manager is responsible for building and maintaining excellent client relationships, serving as a point of escalation for service issues and improvements. This role requires a proactive approach to ensure that services are delivered to a high standard and that client expectations are consistently met.
You will report to the Managing Director - DT Document Management, collaborating globally with product, sales, marketing, and professional services teams to ensure that Morae retains a referenceable and profitable customer base, delivering an exceptional customer support experience.
Responsibilities:
• Manage a global support team delivering 24x7x365 support services to Morae customers.
• Ensure that the support team have the processes and procedures in place to deliver a high standard of support services to customers achieving Service Levels.
• Manage a continual improvement process for all support processes in line with customer requirements and support offerings.
• Monitor support KPIs and SLAs, ensuring that the Support team are working to achieve expected levels of excellence.
• Managing customer escalations for service-related issues and reviewing / implementing procedures to reduce risk of repetition.
• Driving continuous improvement in service levels.
• Work closely with the Support Team Leads to review technical documentation used to support customer environments, and ensure they are of a high quality, accurately representing the relevant technical information for the customer supported environment.
• Review service failures and produce incident reports when required and validate.
• Working with internal teams to develop support offerings to meet customer requirements and increase support revenue.
• Manage the support services delivered to customers to maintain renewal revenue. Key Performance Indicators:
• Maintain Service Level Agreement
• Maintain ARR for Support services
• Revenue expansion for Support services
• Monitor & manage Customer Satisfaction Score Requirements:
• Bachelor's Degree or equivalent experience.
• Experience working in customer-facing environment.
• A customer-oriented mindset; wanting to achieve or exceed customer expectations.
• A passion for learning new technologies and how to utilize them in a customer-facing environment.
• Exposure to working in a collaborative environment and owning customer relationships.
• Organizational and coordination skills with the ability to manage multiple customer relationships simultaneously).
• Be a strong communicator with the ability to articulate ideas, provide feedback and engage with customers at the same time as listening to the customer challenges.
• A proactive mindset to identify issues and find effective solutions quickly.