Senior Manager, Managed Services

at Cleo (US)

Remote, USA

Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years.

Senior Manager, Managed Services oversees the daily technical operations of a support organization. They manage other individuals' work in the technical support department and provide guidance and discipline as needed. They recommend different support initiatives, such as upskilling, IT infrastructure assistance, and process improvement. They also help create partner support training material, manage resources, and direct operational efforts. They are responsible for ensuring that company operations are fully supported and will not be disrupted. They also handle tasks like scheduling and leading team calls, managing productivity and professional development, and creating and implementing operational processes and procedures. They work with multiple teams and departments to ensure the organization's service delivery exceeds documented service level agreements.

What You Will Be Doing

• Create onboarding documentation and train new customer support agents.

• Tasks usually include providing access to necessary tools and resources, sharing best practices, setting up accounts, and monitoring progress.

• Responsible for collecting, analyzing, and reporting data related to the company’s customer support operations.

• Manager identifies key performance indicators (KPIs) such as average response time, customer satisfaction score, and agent productivity. After placing, the Operations Support Manager measures, collects, analyses, and provides feedback to the customer support agents, stakeholders, and other members of the company.

• Works hand in hand with customer support managers & shift leads regarding scheduling and staffing, forecasting the demand of call and chat volumes, and managing adherence.

• Helps with the career development of customer support agents because they follow the progress and achievements of all agents.

• Updated product knowledge or other documentation to help agents be up to date and respond to customer inquiries precisely. Also, finding and testing new tools and software (such as Zendesk AI) to help reduce costs and improve efficiency. Implementing new tools and training the staff on using them is crucial to ensuring that customers and agents are satisfied.

Your Qualifications

• Bachelor's degree in Computer Information Technology or equivalent Bachelor programs.

• 10+ Years of experience in the SaaS industry, B2B experience in a Support function, integrations, and EDI with Edifacts experience.

A few things we have to offer:

• Competitive base salary + bonus

• Great Healthcare + Dental + Vision

• Flexible PTO

• Culture of support, encouraging Life-Work balance

• 401k match

• FSA and HSA options

• Employee Assistance Program

• Paid Parental Leave

• Representing a company with 4,000+ clients and a 99% retention rate

• Accelerated title and salary growth potential

• A fun and energetic work environment that makes you excited to go to work every day

Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.