Customer Support Manager

Job Description

Company Description

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

Job Description

The Customer Focus Manager will support the Head of Customer Support with the leadership, management, coaching, and development of the Customer Support team with accountability for becoming an established expert in the vision, priorities and objectives of the Global Customer Support sub-function. You will develop and maintain a strong working knowledge of both the Technical/ Operational and Commercial/ Product elements of the team focus and surrounding processes, and have direct line management responsibility for a small global team.

You will be accountable for coordinating and driving ongoing team L&D to ensure the team is always equipped with the latest information and playbooks to support all level 1 customer queries. You will have a holistic view of the day to day CS team workings and will act as a point of escalation for the team where necessary. In addition, you will generally lead by example, and proactively champion & influence the global team to perfect their craft. You will support strong customer query outcomes and resolution times and help coordinate any issues. Leading certain relevant, key business projects pertaining to Customer Support, will also be a requirement of this role.

The person that fills this role must be an excellent communicator, highly organized, self-motivated, and work autonomously, with a strong ability to successfully collaborate with the wider business, and influence others. You will use these skills to drive team success in the wider team in meeting company SLA’s. You will demonstrate a customer-centric mindset influencing others to deliver strong customer satisfaction ratings and query resolution times.

Whilst handling the day to day activities of Customer Support will not be a requirement of this role; the person will serve as a ‘player-coach’, undertaking some customer support operational tasks while performing the role of a manager to a group of Customer Support Specialists.

Main Responsibilities

• Capable assistant to the Head of Customer Support; the person will provide people-management support to a group of Customer Support Specialists
• Leads a team of individual contributors to deliver business objectives in Customer Support
• Creates a culture of customer centricity and outcomes-focused delivery, implementing change management within the team but also influencing senior stakeholders outside Customer Organization
• Develops individual contributors career pathways, identifying potential and growth areas and creating an atmosphere in which we celebrate both individual and team successes
• Drives the development of Customer Organization as a function by driving innovation and evolution, being comfortable with risk taking and data-led decision making, and balancing company priorities with the team’s
• Creates a climate in which people want to do their best

Drive strong customer query outcomes & resolution times, and achievement of team objectives:

• Regular review of team case quality. Conduct analysis on adherence to process, case management, customer satisfaction and resolution times. Discuss regularly with Head and provide own input. Accountable for reporting these common trends, themes to function manager on a bi-monthly basis. Ideate any improvements or changes
• Review and drive the maintenance of global team processes, playbooks and product information. Coordinate activity to ensure the team are always equipped with the latest information they need to successfully deliver on all Level 1 queries ‘in-house’
• Collaborate with all areas of the business to ensure Customer Support are aligned and delivering key messages on customer’s reactive needs as appropriate

Qualifications

• Experience leading through change with empathy and resolve as we evolve and scale into a true Customer Success team
• Excellent process and operational management ability with a keen eye to continuously improve existing ways of working, drive strategic functional initiatives that span across multiple functions, departments, processes and stakeholders
• Exhibit leadership in a fast-paced, quick turnaround solutions environment and ability to work well in a team in pressured situations.
• Goal-getting orientation, focused on results and encouraging managed risk taking/ course corrections with an eye on the big picture influencing and agenda setting both within the team and with senior stakeholders
• Strong commercial acumen including comfort in drawing relevant and actionable conclusions from large data sets confident decision-making, in particular in situations with dynamic or incomplete information
• Substantial experience in a customer facing role is essential, with some people management experience also
• Strong analytical skills
• Passion for solving customer problems
• Commitment to put the customer first, with empathy and emotional intelligence
• Ability to understand customers' expectations and experience in a way that results in high customer satisfaction
• Ability to dig into complex systems to understand how they work and how they can be improved
• Tech savvy - you can quickly understand and communicate complex issues in a simple manner
• An entrepreneurial spirit and a passion for process
• Excellent written and verbal communication skills
• High levels of adaptability, initiative, and a kind, open, fun, team-oriented working attitude
• Experience using salesforce or equivalent CRM desirable

Additional Information

Wood Mackenzie is the global leader in data, analysis and consulting across the energy, chemicals, metals, mining, power and renewables sectors.

Founded in 1973, our success has always been underpinned by the simple principle of providing trusted research and advice that makes a difference to our customers. Today we have over 2,000 customers ranging from the largest global energy companies and financial institutions to governments as well as smaller market specialists.

Our teams are located around the world. This enables us to stay closely connected with customers and the markets and sectors we cover. Collectively this allows us to offer a compelling combination of global commodity analysis with detailed local market knowledge.

We are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment that encourages diversity and fosters a sense of belonging. We are committed to creating a workplace that works for you and encourage everyone to get involved in our Wellness, Diversity and Inclusion, and Community Engagement initiatives. We actively support flexible working and are happy to consider alternative work patterns, taking into account your needs and the needs of the team or division that you are looking to join.

Hear what our team has to say about working with us:

https://www.woodmac.com/careers/our-people/

We are proud to be a part of the Verisk family of companies!

At the heart of what we do is help clients manage risk. Verisk (Nasdaq: VRSK) provides data and insights to our customers in insurance, energy and the financial services markets so they can make faster and more informed decisions.

Our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues.

But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger.

It’s the reason Verisk is part of the UN Global Compact sustainability initiative. It’s why we made a commitment to balancing 100 percent of our carbon emissions. It’s the aim of our “returnship” program for experienced professionals rejoining the workforce after time away. And, it’s what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers’ problems.

At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do.

At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career. We have received the Great Place to Work® Certification for the fifth consecutive year. We’ve been recognized by Forbes as a World’s Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce. Verisk’s Statement on Racial Equity and Diversity supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Consumer Privacy Notice

At Verisk, the health and safety of our people is our number one priority. Effective November 15, 2021, and subject to applicable law, all prospective hires for office based roles or roles that support any of our businesses’ government contracts will be required to demonstrate that they are fully vaccinated against COVID-19 by their start date, or qualify for a legally-required medical or religious accommodation to this vaccination requirement, as a condition of employment. Hired candidates who do not demonstrate that they are fully vaccinated against COVID-19 by their start date, and who have not been approved for a legally-required medical or religious accommodation will no longer meet the requirements for employment and their offers of employment will be immediately rescinded, in accordance with applicable law.

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