Customer Service Manager (Remote)

Application Deadline December 31, 2024 Department Services and Support Employment Type Full Time Location APAC | Australia Workplace type Fully remote Reporting To Head of Services

This Role’s Hiring Manager

James Robinson

View James’s Profile

Key Responsibilities

• To direct the development and maintenance of plans, practices, and assignments that prioritize customer satisfaction, identifying, quantifying, and containing the occurrence and potential impact of risks and risk events on the execution of service delivery to ensure its success.
• To exercise overall day-to-day control of customer service delivery, balancing the needs for successful customer outcomes with the skills and capabilities of the staff.
• To implement and lead an effective internal process improvement initiative that proactively identifies changes, incorporates an appropriate impact analysis, and deploys strategies for such changes across the services team, enhancing customer experiences.
• To work closely with Direct and Channel Sales Managers, Sales Executives, Head of Marketing, Support Manager, and Financial Controller to ensure a smooth transition of service from pre-sales through scoping, implementation, and ongoing support, maintaining a strong customer focus throughout.
• To work on developing processes and tools for the services SYSPRO (Australia), both internally and externally, that enhance customer value and satisfaction with efficient use of resources.

Skills, Knowledge and Expertise

• Attention to detail and quality.
• Ability to work in a hands-on, collaborative team environment while taking ownership of execution.
• Ability to read and understand service delivery contracts.
• Strong analytical and problem-solving skills
• Strong reporting ability
• Emotional intelligence
• Excellent communication skills
• Excellent Writing Skills
• Excellent Time Management

Benefits

• Competitive Package
• Flexible work environment

About SYSPRO

SYSPRO is a leading, global Enterprise Resource Planning software provider. SYSPRO specializes in key manufacturing and distribution industries. Established in 1978 by CEO Phil Duff, SYSPRO remains one of the longest standing privately owned vendors of ERP software in the world. With a strong commitment to channel partner growth and offices in the United States, Canada, Africa, the UK, Asia and Australasia, SYSPRO customers are backed by a team of global experts that drive maximum value out of IT systems and business solutions.

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