Customer Support Manager

The Customer Support Manager is responsible for ensuring all customers receive outstanding customer support throughout their license period and any new prospects are provided a seamless onboarding experience. The role also provides key support to the sales team and vital link / communication channel to other parts of the business ensuring all technical enquiries, tickets and priority requests are dealt with in a timely manner. The Customer Support Manager manages members of the support teams in their daily tasks. Ensuring SLAs are met and Incidents are reported in a timely manor and customer communications are manged accordingly. Reporting directly to the Head of Operations, the role's key focus is ensuring customer satisfaction. This role is to provide maternity cover on a fixed term contract for 10 months. Key responsibilities:

• Manage Customer Support inbox, ensuring relevant leads and opportunities are passed to the Sales team.
• Supporting the Sales Team including checking royalties and producing quotes.
• Supporting RFP/Bid processes for the Sales Team
• Managing supplier/tender portal accreditations & entries
• Ensure Salesforce Renewals are created in line with contracts.
• Ensure Contracts and invoicing is up to date at month end.
• Named point of contact as first line support for Contracted Customers
• Ensure new customers are satisfied with data deliveries, following up with periodic check-ins to confirm quality deliveries.
• Ensure all services are set up correctly (Groups, permissions, API resources).
• Manage and troubleshoot questions/problems/complaints through to resolution.
• Ensure timely responses back to client, chasing internal requests.
• Day to day support on all Sales internal and external enquiries.
• Manage expiring API keys and trial API's.
• Drafting contracts & issuing contract notifications.
• Raising contracted business invoices including quarterly scheduled invoices.
• Line manage Support team members, onboard new hires.
• Co-ordinate cover for Product Support on demand
• Support contact for channel partners
• Managing third party supplier deliveries or data and utility reports.
• Administration of small professional services projects (under 5 days) within PSA system within the CS team.
• Maintaining & Updating Customer Ops SharePoint
• Incident reporting and monthly analysis
• Raise and manage purchase orders for Idox Geospatial through finance system
• Adherence to Idox Information Security policies and protocols To be successful, you should bring:
• 2 years Customer Service & Team Management experience
• Natural, articulate phone/Teams manner essential
• Salesforce experience is essential
• Collaborative team leader
• Excellent attention to detail & strong written communications
• Adapts quickly and confidently to changing priorities and deadlines, ability to work in an agile environment at pace
• Punctual, reliable and has good understanding of the sales lifecycle and business basics
• Takes personal responsibility for own results by organising work effectively About Idox Part of Idox plc, Idox Geospatial is a UK leader in location insight. From data to consultancy, or through our enterprise-class software platforms, we help to deliver a clear understanding of the risks and opportunities that organisations face every day. By bringing together a range of specialist geospatial companies and brands, we're able to offer the most comprehensive location data services available. An unrivalled proposition for our customers that provides insight at scale and in detail. Together, we drive change. Because ultimately, we know that with location insight, there's so much more that organisations can achieve. Geospatial insight has the power to transform. To deliver a strategic advantage. And to enhance decision-making at the highest levels. The Idox group also delivers specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments. Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more. Idox employs around 700 staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required. Our Culture We are ambitious in working together to promote a more inclusive environment, which attracts all candidates and signals our commitment to celebrate and promote diversity. Idox is a company where we can all be ourselves and succeed on merit, where we respect all our employees, customers and communities in which we live, work and are a part of. How to Apply Please apply following the link provided via the recruitment channel/ website, or if you cannot see a link, apply via our website by searching ‘Careers – Idox' or using the following link: Careers - Idox where the People team will review your application. As a result of high candidate volumes, please understand we cannot reply to individual applications, except when shortlisted for interview. Please note successful applicants will need to satisfy the BPSS guidelines (Baseline Personnel Security Standards) which consist of the receipt of satisfactory references covering the last 3 years of employment; an identity check; verification of eligibility to work in the UK; and a Basic Disclosure Check. This is in order to help us make safer recruitment decisions. Notice As part of the recruitment process, we will collect data about you in a variety of ways including the information you would normally include in a CV or a job application cover letter, or notes made by our recruiting officers during a recruitment interview. Please read our Recruitment Data Privacy Policy here: https://www.idoxgroup.com/policies