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Client Support Manager

On-site Full-time

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Experience Level

Manager

Qualifications

Desired Qualifications:Ability to adapt and thrive in a fast-paced, evolving environment. Demonstrated experience in leading, motivating, and developing high-performing teams. Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts simply and clearly. Strong interpersonal skills, including active listening, empathy, and relationship-building abilities. Proactive mindset with robust analytical and problem-solving skills aimed at delivering optimal results for clients.

About the job

As the Client Support Manager at A. K. A. New Media Inc, you will play a pivotal role in expanding and enhancing our technical support capabilities. This position requires leveraging your customer-facing experiences to research and implement solutions that proactively address client issues through effective support and monitoring. You will collaborate closely with departments such as Sales, Customer Experience, Product, and Development to ensure our clients receive unparalleled support and expert guidance.


Key Responsibilities:

  • Develop and refine the support function by overseeing projects that include recruitment, training, policy creation, and process definition, along with other organizational enhancements.
  • Deliver timely and efficient tier 1 and tier 2 support for all users of the raisin® platform.
  • Act as a strong advocate for raisin® users, championing their needs within the organization.
  • Conduct data analysis to identify ways to decrease future support tickets and utilize user feedback to create high-quality support initiatives.
  • Promote a culture of collaboration, high performance, and continuous learning within the team.
  • Serve as an escalation point for client and team issues, working with other internal teams to find resolutions.

About A.K.A. New Media Inc.

A. K. A. New Media Inc (A. K. A.) is a dynamic and rapidly growing organization dedicated to serving the not-for-profit sector. Our innovative SaaS solution, raisin®, is designed to support the fundraising endeavors of over 300 vital causes that tackle critical issues such as mental health, animal welfare, food security, disease prevention, and global development.

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