Job Title: Complex Product Support Manager (SaaS)

Department: Customer Value and Success

Location: Sheffield

Working Pattern: Hybrid, includes 3 days each week in the office

Contact Type: Full time, permanent

Salary: up to £50,000

Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.

Role overview:

As a Complex Product Support Manager, you'll play a crucial role in ensuring the seamless integration of our products and services, providing expert guidance and support to our customers. You'll lead a team of complex product support associates & specialists, working closely with our product development & engineering teams, internal stakeholders, and external partners to identify and resolve product-related issues, improving overall customer satisfaction and loyalty.

Key Responsibilities:

• Lead a team of complex product support professionals, providing guidance, coaching, support, and mentorship to ensure excellent customer service and support and product knowledge.
• Oversee team capacity and performance by managing workloads and schedules to meet customer demand, smooth demand peaks, exceed CSAT targets and service level agreements.
• Ensure expert-level support to customers and resolution of complex product-related issues via all Tes customer channels in line with SLAs, to ensure pain points are resolved, whilst maintaining accurate customer records.
• Ensure a seamless customer experience, from onboarding to ongoing support by delivering prompt, professional, and positive service to ensure our customers achieve fast time to value, whilst identifying, promoting and capitalizing on upsell and cross-sell opportunities.
• Develop and lead the team by enabling growth and development opportunities, setting clear role expectations in line with organisational policies and procedures, providing regular feedback and coaching, and fostering a positive, high performing team culture.
• Manage escalations and complex customer issues to resolution, working closely with other teams and stakeholders to resolve issues promptly and professionally.
• Identify, develop and implement system and process improvements to transform our toolsets increase efficiency, reduce resolution times, and enhance the overall customer experience by keeping pace with our customers needs.
• Develop, improve and maintain product and process documentation, knowledge bases, internal training and FAQs to ensure accurate and consistent information for customers and internal teams, in partnership with Global Knowledge and Content team.
• Analyse customer feedback and product performance data to identify trends, areas for improvement, and opportunities and solutions for growth and customer satisfaction, whilst maintaining commercial viability, improving efficiency and maximising profitability.
• Ensuring that key departmental metrics such as Support SLAs, CSAT targets, timesheet accuracy and billable hours are met and reported to management.
• Collaborate with the Customer Success & Sales teams to develop and implement customer success strategies, ensuring that customers achieve their desired outcomes from using Tes' products and services.
• Collaborate and actively participate with internal stakeholders, including sales, marketing, and product development, to ensure alignment and effective communication of new feature releases and capabilities to ensure maximum value is delivered from our products, by curating, sharing and validating insights, identifying synergies, and harmonisation of tools, processes and skillsets.
• Develop and maintain comprehensive product knowledge, staying up-to-date with new features, updates, and releases, providing technical expertise for the team, our customers and the wider business, including Integration demos and escalated/major systems troubleshooting.
• Collaborate with the product development team to identify and prioritize product-related issues and major product incidents, ensuring timely resolution, effective/exceptional service and continuous improvement.
• Contribute and Work closely with the tech/engineering teams to ensure all customer support tickets are resolved within SLA’s and that customers and success colleagues are kept informed of progress and post incident reports.
• Develop and maintain relationships with external partners and vendors to ensure seamless integration and support across new and existing features.
• Ensure that all support activities are compliant with relevant laws, regulations, and company policies, and that customer data is protected and secure.
• Participate in training and development programs to stay current with industry trends, best practices, and new technologies.
• Maintain a safe workplace by complying with WHS policies and legislation, actively managing hazards, and promptly reporting incidents and unsafe conditions.
• Professional attendance at office events, conferences and other company events when requested.
• Live the Tes values and expected behaviours.
• Other tasks as reasonably requested by the Management Team.