What does a manager, custom support and services do?
A manager of custom support and services is in charge of overseeing and managing business operations, ensuring smooth workflow and client satisfaction. Their responsibilities revolve around optimizing customer service operations, performing research and analysis to identify ways on how to serve clients better, determining market and customer needs, and improving current customer support services. Furthermore, as a manager, it is essential to lead and encourage the team to reach goals, all while implementing the company's policies and regulations.
Manager, custom support and services responsibilities
Here are examples of responsibilities from real manager, custom support and services resumes:
- Achieve ISO 9001-2000 certification for supply chain.
- Lead assimilation activities, and execute tactical plans to integrate an additional EDI messaging support unit, acquire by OpenText.
- Manage conversion from proprietary CRM to SalesForce.com.
- Manage an embed Facebook executive protection team that provide security and logistical support for a corporate executive and his family.
- Ensure successful compliance for ITIL, SAS 70 and SOX audits.
- Fix problems on client's server using SQL.
- Develop and publish SLA and OLA statistics to senior executive management.
- Review and audit invoices from warehouse as well as 3rd party logistics partners.
- Save over $50k dollars in first 3 months finding flaws with SLA reporting and associate fees.
- Provide weekly customer reports using CRM reporting tool and create monthly sales reports from CRM query information.
- Perform research and discovery on the work in process cases lifecycle using sql 2012 and twointernal execution systems.
- Utilize Microsoft windows to complete tasks such as return mail, updating addresses, and correspond to customer request.
- Clean all exterior and interior windows and mirrors and vacuum interior, floor, seats, ashtray and trunk.
- Oversee logistics including tracking containers and working with the office in France to ensure items are ship on schedule.
- Design support ITIL governance processes around Knowledgebase and releases management programs.
Manager, custom support and services skills and personality traits
We calculated that 12% of Managers, Custom Support And Services are proficient in Support Services, Patients, and Customer Satisfaction. They’re also known for soft skills such as Communication skills, Leadership skills, and Management skills.
We break down the percentage of Managers, Custom Support And Services that have these skills listed on their resume here:
- Support Services, 12%
Locate service providers offering specific non-standard tests, serve as department liaison with MedStar Harbor Hospital regarding local laboratory support services.
- Patients, 7%
Assist licensed Respiratory Therapists in getting all required prescriptions, medical documentation provide backup and support to and for respiratory patients.
- Customer Satisfaction, 6%
Created tracking and reporting process to expediently locate shipments and resolve customer issues resulting in significant gains in customer satisfaction.
- Technical Support, 6%
Communicated with Technical Support checking warranty status of equipment and courteously updating customers of approximate time of repair or replacements.
- Data Entry, 6%
Service and project coordinator overseeing data entry, including word-processing, records management, and extensive customer communications.
- Service Delivery, 4%
Recruited and managed team members with focus on continually improving skills and service delivery through regular evaluations and feedback.
Most managers, custom support and services use their skills in "support services," "patients," and "customer satisfaction" to do their jobs. You can find more detail on essential manager, custom support and services responsibilities here:
Communication skills. The most essential soft skill for a manager, custom support and services to carry out their responsibilities is communication skills. This skill is important for the role because "top executives must be able to convey information clearly and persuasively." Additionally, a manager, custom support and services resume shows how their duties depend on communication skills: "resolved product issues and shared benefits of new technology managed quality communication, customer support and product representation for each client. "
Leadership skills. Another soft skill that's essential for fulfilling manager, custom support and services duties is leadership skills. The role rewards competence in this skill because "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." According to a manager, custom support and services resume, here's how managers, custom support and services can utilize leadership skills in their job responsibilities: "provided leadership of 35 member customer support team. "
Problem-solving skills. manager, custom support and services responsibilities often require "problem-solving skills." The duties that rely on this skill are shown by the fact that "top executives need to identify and resolve issues within an organization." This resume example shows what managers, custom support and services do with problem-solving skills on a typical day: "refer unresolved customer grievances to designated departments for further investigation and follow up as well as telephone customer support. "
Time-management skills. A commonly-found skill in manager, custom support and services job descriptions, "time-management skills" is essential to what managers, custom support and services do. Manager, custom support and services responsibilities rely on this skill because "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." You can also see how manager, custom support and services duties rely on time-management skills in this resume example: "leave request/absent line: responsible for taking inbound calls from employees concerning sick leave, vacation time and fmla request. "
See the full list of manager, custom support and services skills
The three companies that hire the most manager, custom support and servicess are:
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Manager, custom support and services vs. Customer experience manager
A customer experience manager (CEM) links the gap between the brand they work for and the customer. It is their job to ensure that customer experience is engaging, efficient, and effective. They make sure that customer satisfaction and loyalty rates increase, gaining more recommendations from those customers. Typically, they focus on designing & improving the customer experience. They also build solid relationships with clients that are fostered by collecting customer feedback in real-time and incorporate the feedback into the sales process to improve the overall customer experience.
While similarities exist, there are also some differences between managers, custom support and services and customer experience manager. For instance, manager, custom support and services responsibilities require skills such as "support services," "patients," "technical support," and "data entry." Whereas a customer experience manager is skilled in "customer engagement," "front end," "product knowledge," and "work ethic." This is part of what separates the two careers.
On average, customer experience managers reach similar levels of education than managers, custom support and services. Customer experience managers are 2.0% more likely to earn a Master's Degree and 0.2% more likely to graduate with a Doctoral Degree.Manager, custom support and services vs. Customer care manager
A customer care manager is primarily in charge of the customer care team that ensures that all clients are satisfied with a company's products and services. Moreover, a customer care manager's responsibilities typically revolve around conducting assessments of employee performances, resolving complex issues and concerns, managing schedules, delegating tasks, and producing progress reports and presentations. There are also instances when one must respond to calls and correspondence and report to supervisors. Furthermore, as a manager, it is essential to lead and encourage the team to reach goals while implementing the company's policies and regulations.
Each career also uses different skills, according to real manager, custom support and services resumes. While manager, custom support and services responsibilities can utilize skills like "support services," "technical support," "service delivery," and "sla," customer care managers use skills like "home health," "social work," "community resources," and "discharge planning."
Customer care managers earn a higher average salary than managers, custom support and services. But customer care managers earn the highest pay in the telecommunication industry, with an average salary of $41,062. Additionally, managers, custom support and services earn the highest salaries in the technology with average pay of $38,561 annually.In general, customer care managers achieve higher levels of education than managers, custom support and services. They're 6.1% more likely to obtain a Master's Degree while being 0.2% less likely to earn a Doctoral Degree.Manager, custom support and services vs. Billing manager
A billing manager is in charge of overseeing the systems and processes concerned with billing in a company. One of their primary duties is to handle the receivable accounts to ensure smooth cash flow, assess the validity of bills, provide corrective measures when necessary, supervise the workforce's performance, and solve issues raised by staff. As a billing manager, it is essential to implement all policies and regulations while leading and encouraging the team in their joint effort to reach targets and deadlines.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from manager, custom support and services resumes include skills like "support services," "customer satisfaction," "technical support," and "data entry," whereas a billing manager is more likely to list skills in "customer service," "billing procedures," "revenue cycle," and "financial reports. "
Billing managers earn the highest salary when working in the utilities industry, where they receive an average salary of $89,214. Comparatively, managers, custom support and services have the highest earning potential in the technology industry, with an average salary of $38,561.billing managers typically earn similar educational levels compared to managers, custom support and services. Specifically, they're 1.5% more likely to graduate with a Master's Degree, and 0.2% more likely to earn a Doctoral Degree.Manager, custom support and services vs. Claims manager
A claims manager is an individual who works in an insurance-based firm and is responsible for managing the insurance claims department that is composed of examiners and adjusters. Claims managers are required to maintain claim files and reviewing these files as well as communicate with customers to follow up regarding issues they face with insurance claims. They must determine who is liable for the damage if there were other parties involved. Claims managers must also include an expert to assess the amount of damage and avoid insurance fraud.
Even though a few skill sets overlap between managers, custom support and services and claims managers, there are some differences that are important to note. For one, a manager, custom support and services might have more use for skills like "support services," "patients," "customer satisfaction," and "technical support." Meanwhile, some responsibilities of claims managers require skills like "customer service," "oversight," "litigation," and "claims handling. "
The insurance industry tends to pay the highest salaries for claims managers, with average annual pay of $81,729. Comparatively, the highest manager, custom support and services annual salary comes from the technology industry.claims managers reach similar levels of education compared to managers, custom support and services, in general. The difference is that they're 2.1% more likely to earn a Master's Degree, and 2.5% more likely to graduate with a Doctoral Degree.Types of manager, custom support and services
Updated January 8, 2025
