Client Support Supervisor

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Perseus Group, Constellation Software

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B2B • SaaS

Perseus Group is a part of Constellation Software Inc. , focused on investing in and building enduring software businesses. With operations in over 100 vertical markets and a family of more than 800 companies, Perseus Group specializes in acquiring B2B software companies that provide mission-critical solutions for niche markets. Their approach involves offering permanent capital, fostering a culture of excellence, and ensuring recurring revenue through SaaS or maintenance models. The group emphasizes continuous improvement, empowered leadership, and integrity in all operations.

10,000+ employees

Founded 1997

🤝 B2B

☁️ SaaS

📋 Description

• Responsible for high-level relationship management and support for multiple products for assigned clients that are strategic to the enterprise. • Promotes a productive and positive relationship with clients and serves as an escalation point for resolving the most difficult client issues. • Determines and executes the strategic direction of the Client Support team to ensure maximum client satisfaction. • Make decisions regarding personnel actions and activities and has profit and loss responsibilities. • Serves as the primary management contact and client liaison for production related topics, whether it is an IT solution or a business process solution and regardless of the client's geographic location. • Maintains contact with clients at an executive level, focusing on the strategic nature of the relationship. • Represents the enterprise to the client and the client to the enterprise. • Works to maintain and grow the client relationship while ensuring ongoing customer service. • Leads teams of professional consultants Client Support teams who provide business, technical, and operational support to the strategic client. • Selects, develops, and evaluates personnel to ensure the efficient operation of the function. • Identifies areas where continuous improvement can be applied, implements the change, and measures the level of improvement. • Monitors operations to ensure adherence to service level standards and company/department policies and procedures. • Acts as an escalation point for resolving the most difficult customer questions and issues. • Ability to explain technical issues to non-technical stakeholders. • Collaborates cross-functionally with internal teams. • Communicates with clients, vendors, and other departments to ensure quality service, support, and client satisfaction. • Provides coaching and mentoring to other members of Client Support. • Responsible for tracking and reporting on client satisfaction objectives and goals (i.e., direct client feedback or feedback through surveys).

🎯 Requirements

• Bachelor's degree or the equivalent combination of education, training, or work experience. • Mortgage banking or Banking technology experience strongly preferred. • Dark Matter product experience is strongly preferred. • Proven track record in client relationship management, service delivery and/or the support of technology products and services. • Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client's business. • Displays strong oral, written, and interpersonal communication skills. • Exhibits a high degree of initiative and analytical skills to manage and solve complex problems with minimal impact to the enterprise and the client. • Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise. • Demonstrates the ability to lead by example and motivate professional level staff. • Displays strong leadership qualities, decision making abilities, and strong business judgment. • Experience working in a 24x7 Client Support center environment. • Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to Dark Matter’s internal and external customers.

🏖️ Benefits

• Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match). • The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.