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Become A Customer Support Manager

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Working As A Customer Support Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $61,570

    Average Salary

What Does A Customer Support Manager Do At McKesson

* FINANCIAL MANAGEMENT
* Monitors program profitability against plan on a monthly basis and prepares analysis if established thresholds are not met.
* Maintains updated budget for customer reflecting actual costs & projections for the program year.
* Understands contractual obligations.
* Coordinates internal effort to produce sizing on new client initiatives and delivers pricing to customer.
* CUSTOMER RELATIONSHIP MANAGEMENT
* Responsible
* for overall customer satisfaction.
* Acts as primary point of contact for the client related to projects and project status information.
* Manage client expectation regarding the delivery of products and services.
* Provides customer with proactive consultative services on process improvement, revenue generating & cost saving opportunities.
* Responsible for all written and verbal (non-sales and non IT specific) communication to the client.
* Prepares & Delivers Quarterly
* Business Reviews.
* PROJECT MANAGEMENT
* Manages
* team sub-projects for the implementation of new products, services, client initiatives and change requests according to company standards.
* Responsible for managing project timeline, cross-functional teams, interdepartmental communication.
* Maintains project plans and tracking logs as appropriate.
* Manages the change request process within team.
* Responsible for identifying project priorities
* with customers and communicating priorities
* to internal team.
* ACCOUNT MANAGEMENT
* Reviews all program documentation prior to production release including Business Requirement Document, Standard Operating Procedures, Work Instructions, System Requirement Documentation, and Training Materials.
* Approves project scope, business rules, and overall project release.
* Ensures client sign-off is obtained on business requirements (initial and ongoing change requests).
* Responsible for storing client approved business requirement documentation in secured environment according to company standards.
* Monitors monthly performance against service level agreements and develops plan for corrective action if service level are not met.
* Serves as the first point of contact for day-to- day program issues.
* Involves team members as needed to resolve all issues within reasonable time frames and escalates issues to the team leader as necessary.
* Interacts with all internal departments to assist as needed in providing business understanding.
* Ensure timely delivery of reports according to program SLA's.
* Verifies reasonability of data before client release.
* Understands, evaluates, and
* interprets data in order to accurately summarize meaning of information to the customer.
* Serves as the point of contact for McKesson and Client vendors who interact with McKesson programs.
* Interacts to support day-to-day operations and works with the McKesson Vendor Manager to resolve vendor service level/pricing concerns.
* Influence Vendor Selection based on customer financial and operational objectives
* WORKFORCE & ADMINISTRATIVE
* Monitors team tracking on customer projects.
* Provides status reports to ensure senior level management visibility to program operation.
* Responsible for building team environment with internal
* partners.
* Manages conflict resolution to ensure successful / productive project
* BUSINESS SERVICES SUPPORT
* Support project
* execution, the customer’s experience and ensure timely deliverables.
* Report on status and track metrics on project
* success.
* Pro-actively identify and
* execute action plans to mitigate risks.
* Track issues and facilitate issue
* management resolution.
* Assess processes and ensure alignment in order to gain operational
* efficiencies, support the contracting
* process and execution of deliverables on behalf of the client.
* Train customers on products as needed

What Does A Customer Support Manager Do At Hitachi Data Systems

* Develops and maintain relationships with customers
* Coordinated new installs/upgrades with Sales Account teams
* Gather necessary information to facilitate a positive experience for the customer
* Determines resources needed for each install/upgrade of product and/or implementation services
* Assigns staff to ensure the appropriate skills/knowledge are leveraged to support the customer
* Serves as an escalation point for a variety of customer service/support issues
* Identifies product/process issues and/or trends that need improvement
* Recommends and/or implements appropriate changes
* Oversees business transactions for the district and reviews quotes/contracts as needed

What Does A Customer Support Manager Do At Innovative Interfaces

* Drives efficiency and ensure optimal processes are in place and followed
* Facilitates resolution of urgent escalated and strategic issues
* Maintains team schedule, including regular shifts and holiday coverage.
* Successfully hires highly-skilled employees and retains a high-performing software support team focused on delivering industry-best service to Innovative partners.
* Meets and exceeds individual, team and organizational metric targets.
* Provides training, coaching, and mentoring to direct reports and proactively monitors performance.
* Encourages effective and constructive feedback mechanism within the team and across teams to consistently improve and reach higher levels of efficiency and performance.
* Additional Responsibilities: Participates in on-call duty management rotation

What Does A Customer Support Manager Do At Mettler Toledo

* _
* This position will be responsible for monitoring, tracking and reporting on job status, including, but not limited to, the following:
* Accountable for managing project milestones and associated dates while coordinating with key internal/external stakeholders throughout the entire order process.
* Ensure the order acceptance and acknowledgement process is handled accurately and expeditiously.
* Ensure required customer inputs are received and are appropriate (e.g., specifications, clarity of expectations and use, down payment, test products, etc.)
* Provide the customer with a single point of contact by managing all customer interactions from the point of sale until the order is shipped.
* Manage customer visits and factory acceptance tests (FAT).
* Coordinate with Service on the sale of service contracts and spare parts by following up with customers between the sales and installation process.
* Work closely with the Regional Sales Managers and Representatives to provide outstanding customer service and support.
* Follow up with customers after shipment to receive installation acceptance notifications and ensure billing is completed.
* Become familiar with and utilize sales tools, methodologies and processes used in various phases of the sales cycle.
* Attend sales meetings to understand goals and challenges faced by the team to enable better support.
* Comply with all safety policies and procedures.
* Keep work area clean and organized in accordance with Company 5S practices.
* Perform other duties as required.
* Ensure the accurate completion and review of the following:
* Approval drawings ( submittal and approval)
* Manufacturing build and quality control
* Manage change orders and inform the customer of associated costs
* FAT preparation and support
* Post FAT follow up and shipment
*

What Does A Customer Support Manager Do At Samsung Mobile

* Manage and execute order management activities and ensure adherence to both SEA and customer requirements.
* Serve as the primary point of contact for the business center vendor for inventory management, order status and delivery.
* Support outsourced business center on daily communication with delivery partner related to consumer deliveries, orders reconciliation and system issues.
* Lead coordination of daily communication between Returns teams and outsourced business center to complete returns reconciliation transactions.
* Drive call quality improvement by performing weekly random calls audit and analysis.
* Support development of outsourced business center associates by providing information on training opportunities.
* Work with accounts payable and business center teams to provide accurate information for return disputes.
* Audits actual results to ensure return disputes KPIs are met.
* Support vendor manager in the implementation of new policies, procedures and standards for outsourced business center.
* Creation of train the trainer sessions for the vendors.
* Manage and execute order management activities and ensure adherences to both SEA and customer requirements.
* Send and check for accuracy in required daily, weekly and monthly reports.
* Conduct high level analysis of reports to ensure data presented is accurate and logical.
* Daily involvement in managing escalations from initiation through resolution.
* Monthly report of escalations root cause analysis and post mortem activities.
* Problems and issues faced are vague, but may be recognizable based on past experiences.
* Job has higher autonomy to direct some level of reasoning and logical analyses in order to form solutions to problems.
* Additional duties and responsibilities as assigned.
* Necessary Skills / Attributes

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Customer Support Manager Jobs

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Average Length of Employment
Support Supervisor 3.5 years
Support Manager 3.2 years
Top Employers Before
Manager 6.9%
Supervisor 4.5%
Top Employers After
Manager 7.5%
Consultant 7.4%
Director 4.2%
Owner 3.7%

Do you work as a Customer Support Manager?

Customer Support Manager Demographics

Gender

Male

55.9%

Female

41.3%

Unknown

2.8%
Ethnicity

White

61.3%

Hispanic or Latino

14.6%

Black or African American

10.8%

Asian

9.3%

Unknown

3.9%
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Languages Spoken

Spanish

31.8%

French

10.8%

Mandarin

8.9%

Chinese

7.6%

German

5.7%

Portuguese

5.1%

Cantonese

4.5%

Japanese

4.5%

Russian

3.8%

Italian

3.8%

Arabic

3.8%

Carrier

1.9%

Hindi

1.3%

Korean

1.3%

Tagalog

1.3%

Hebrew

1.3%

Marshallese

0.6%

Swedish

0.6%

Vietnamese

0.6%

Dutch

0.6%
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Customer Support Manager Education

Schools

University of Phoenix

28.9%

San Jose State University

6.1%

Northeastern University

5.2%

Brigham Young University

4.6%

Arizona State University

4.3%

Michigan State University

4.0%

Boston University

4.0%

San Francisco State University

3.6%

DePaul University

3.6%

Austin Community College

3.6%

University of Central Florida

3.3%

Community College of the Air Force

3.3%

Purdue University

3.3%

University of Texas at Austin

3.3%

University of California - San Diego

3.3%

Northern Virginia Community College

3.3%

University of Texas at Arlington

3.0%

University of Maryland - University College

3.0%

Georgia State University

3.0%

University of Washington

3.0%
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Majors

Business

36.2%

Management

7.0%

Computer Science

6.3%

Marketing

6.3%

Finance

4.6%

Communication

4.4%

Electrical Engineering

4.1%

Accounting

4.0%

Psychology

3.5%

Computer Information Systems

3.0%

English

2.7%

Project Management

2.5%

Criminal Justice

2.3%

Information Technology

2.3%

Education

2.1%

Political Science

2.1%

Human Resources Management

2.0%

Liberal Arts

1.6%

Management Information Systems

1.5%

Mechanical Engineering

1.5%
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Degrees

Bachelors

45.4%

Masters

21.2%

Other

19.6%

Associate

8.1%

Certificate

3.8%

Doctorate

1.0%

Diploma

0.5%

License

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Customer Support Manager Salaries

Job Title Company Location Start Date Salary
Customer Engineering Support Manager American Sunrex Corp Saratoga, CA Jul 28, 2016 $159,182
Customer Support Operations Manager Simplivity Corporation Westborough, MA Jun 08, 2015 $150,000
Customer Support Manager-Fullfillment Division Private Label Nutraceuticals Norcross, GA Mar 12, 2015 $146,619 -
$147,000
Customer Support & Applications Manager Analog Bits, Inc. Sunnyvale, CA Jul 19, 2016 $144,000
Customer Support and Channel Manager Markes International Inc. Gold River, CA Sep 12, 2016 $142,709
Manager, Customer Support Intuit Inc. Los Angeles, CA Sep 05, 2013 $140,000
Manager, Integration, WEB, and Custom Applications Support Dignity Health Phoenix, AZ Nov 13, 2014 $136,885
Manager Customer Analytics HSBC Bank USA, N.A. Depew, NY Jun 10, 2016 $135,262
Principal Customer Manager Oneneck It Services Corporation Scottsdale, AZ Feb 02, 2010 $133,120
Customer Support Manager Navis LLC Oakland, CA Apr 15, 2016 $132,974 -
$140,000
Customer Support Manager-Skype 4 Business Skype, Inc. Palo Alto, CA Sep 13, 2011 $130,000
Customer Insights Manager Babycenter LLC, A Johnson & Johnson Company San Francisco, CA Jan 01, 2010 $130,000
Manager Customer Clinic Support Instradent USA, Inc. Andover, MA Aug 31, 2016 $125,000
Operations and Customer Support Manager Voss USA Inc. New York, NY Mar 30, 2013 $120,000
Manager, Global Customer Support ABB Enterprise Software Inc. Sugar Land, TX Mar 23, 2016 $110,802 -
$143,800
Manager, Global Customer Support ABB Inc. Sugar Land, TX Mar 23, 2016 $110,802 -
$143,800
Customer Advocacy Manager Sap America, Inc. Atlanta, GA Aug 15, 2010 $105,000
Customer Support Manager, Applications Elekta Inc. Tampa, FL Nov 03, 2010 $104,164
Customer Support Manager Honeywell International, Inc. Saint Louis, MO Oct 26, 2016 $103,875
Customer Support Manager Cashedge, Inc. Sunnyvale, CA May 01, 2012 $102,000
Customer Support Manager Altium, Inc. Carlsbad, CA May 27, 2011 $100,214
Manager, Customer Support Callidus Software Inc. Birmingham, AL Dec 26, 2016 $84,261 -
$112,000
Customer Loyalty Manager Wayfair LLC Boston, MA Jun 07, 2016 $83,470 -
$115,000
Manager Customer Support GE Healthcare IITS USA Corp. Burlington, VT May 05, 2012 $81,000 -
$91,000
Customs Manager LIDL Us, LLC (F.K.A. MGP Retail Consulting, LLC) Arlington, VA Oct 02, 2015 $80,000
Customs Manager LIDL Us, LLC (F.K.A. MGP Retail Consulting, LLC) Herndon, VA Jul 28, 2015 $80,000
Operations and Customer Support Manager Voss USA Inc. New York, NY Mar 30, 2010 $79,500
Operations and Customer Support Manager Voss USA Inc. New York, NY Apr 26, 2010 $79,500

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Top Skills for A Customer Support Manager

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  1. Technical Support
  2. Customer Service
  3. Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Created technical support specialist and network operations center training documentation and guides, workforce management strategies, and disaster recovery plans.
  • Created and managed customer service strategies oriented to reinforce and improve customer assistance.
  • Analyzed operations and initiated new programs, policies and procedures in order to continuously improve service levels and customer satisfaction.
  • Increased customer satisfaction by championing process improvement projects using lean methodologies which reduced transport time and errors.
  • Coordinated with the transportation provider to maximize efficiency of deliveries from a cost and delivery performance perspective.

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Top Customer Support Manager Employers

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Jobs From Top Customer Support Manager Employers

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