Job Description

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.