Client Support Manager

6 months ago

Remote, Canada Broadview Software Full time

BroadView Software in Toronto is a 70+ person company that builds software for the broadcast industry. Our clients are interesting and varied. Our footprint is worldwide. In business for over 30 years, we have consistently punched above our weight, competing against international giants to win clients with our responsiveness, ingenuity and client-centred service.

The Client Support Manager is expected to lead and mentor a team of Client Support Representatives. This position will be responsible for ensuring the team is managing customer requests efficiently, being responsive to client needs, and will assign and maintain the staff schedule (including regular and on-call hours) ensuring full coverage at all times.

The Client Support Manager will be responsible for nurturing a collaborative inter
- and intra-departmental culture within BroadView. They will promote a high proficiency of support skills and product knowledge, manage performance to ensure expectations are met and goals are set and managed appropriately, ensure internal departmental documentation is kept up to date and work with Product Management to keep client documentation up to date.

The Client Support Manager will be required to build and maintain strong relationships with clients and ensure satisfactory closure of escalated client issues.

**Why Broadview?**
- Great culture - friendly, supportive, family-friendly
- Regular company and team-building events
- Work from home with periodic team visits to our office in Toronto as needed and Covid-19 conditions allow.
- Flexible work hours
- Company-supplied equipment and tools for the role
- Competitive benefits (for you and your family)
- Competitive salary
- Three weeks' vacation to start
- Paid sick days

**Responsibilities Include**:

- Coach and managing team through communication of expectations and goal setting including professional development, monitor achievements, conduct performance appraisals and enact action plans when needed
- Work with the VP, Client Services Group and team members, plan for and monitor training, assign and delegate tasks and projects, create and manage team schedules
- Resolve client or departmental staff conflicts
- Coordinate resolution of escalated client or departmental issues
- Develop, document and enforce departmental policies and procedures
- Analyze process workflows to find efficiencies and improve client support experience
- Engage in professional development activities for self
- Work with BroadView Product Managers to prep and execute product demonstrations for existing clients for new or changed features with product releases, as required

**Experience**:

- Minimum three (3) years’ experience in customer service and staff management
- Broadcast experience (working at a television or radio station) is preferred
- Completion of post-secondary degree or diploma, or equivalent
- Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills
- Computer literacy with Microsoft Office Suite
- Demonstrated commitment to providing exceptional service to customers and support to staff members
- Experience with interpreting performance data and statistics
- Ability to motivate a team and foster teamwork in a customer-focused environment.
- Ability to work under pressure and meet deadlines
- Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies

**Required competencies and qualities**:

- Detail oriented with good analytical skills and a keen attention to detail
- Excellent interpersonal skills while resolving customer escalations/issues
- Strong communication skills with an ability to communicate clearly, effectively, and in a timely manner
- Excellent personal organisation and ability to prioritise and carry out multiple tasks
- Strong initiative to find ways to improve solutions, systems, and processes
- Understands the importance of emotional intelligence in developing leadership and team skills

Broadview Software Inc is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Broadview Software Inc will make accommodations available to applicants with disabilities upon request during the recruitment process.

Broadview Software Inc is an equal opportunity employer and strives to ensure that its hiring process meets the needs of all persons with disabilities. As such, Broadview Software Inc will provide reasonable accommodation for any applicant, as requested during the hiring process.

Broadview Software Inc seeks to fully integrate the principles of Employment Equity and will ensure the full participation and advancement of members of historically disadvantaged groups (i.e., members of visible minorities, persons with disabilities, women, and aboriginal peoples). Broadview Software Inc will achieve this by ensuring that its hiring process is

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