Customer Support Manager
Cwmbran NP44, UK
Up to £ 45,000 PA
About Sigma Systems
Sigma Systems is the pioneer in catalog-driven Idea-to-Install products for communication, media and high tech companies. The company’s BSS/OSS product portfolio spans cloud brokerage, product & service catalog, configure price quote, order management, service provisioning, service inventory and device management. Sigma products manage 100’s of millions of services exceeding $150b of products at over 70 customers in 26 countries. Our Head Office is located in Toronto, Canada but we have other offices in Cwmbran (South Wales), London and Pune. We are a globally recognised top employer who regularly wins Top Employer awards both in Canada and the UK.
We are looking for a Customer Support Manager (CSM) to work with our awesome team and enhance our customer experience. If you are someone who prides themselves in being innovative, dedicated, agile, driven to exceed expectations and a champion of celebrating success, we want to hear from you!
The CSM will be responsible for all clients facing Technical Support services in the assigned region, and will ensure customer success with Sigma's suite of products. Specifically they will:
take ownership of customer issues and follow through to resolution by collaborating with internal teamsact as an escalation contact to customers; provide leadership and guidance to the team in resolving P1 outagesensure high M&S renewal rate for existing customers by being their trusted advisorengage with customers as needed during the pre-sales phasedevelop senior management relationships with key customers
We are looking for someone with the following:
University qualification (or equivilant) in Engineering, IT, Computer Science or related disciplineSignificant experience in a customer facing role in a global 24/7 envionmentStrong collaboration and inter personal skills to manage customer relationships and service deliveryA technical background in software support is preferred and a willingness to perform a hands on roleAbility to travel approximately 20% of the time is essential
25 days plus bank holidays
income protection scheme
exciting work environment
food and drink in the office
profit share bonus scheme
Company Pension Scheme