Technical Support Manager - EMEA Customer Support

Technical Support Manager

Job Summary:

We embrace our customers. Their success is in lock step with our success.

As the Support Manager, you will bring a highly organised and analytical approach to driving operational excellence within our EMEA customer support organisation. This individual contributor role will report directly to the EMEA Director of Customer Support. This role will focus on the day-to-day management of customers and the support team to provide customer satisfaction, enable business growth and decision making. The manager will need to drive strategic initiatives, enforce standardised processes, collaborate with cross-functional stakeholders and monitor team performance. You will need to work with the Support Directors to provide recommendations for improvement opportunities and efficiencies.

Key Responsibilities:

Customer Experience:

• Champion customer philosophy by ensuring timely and effective resolution of customer issues.
• Management of French customer base
• Monitor incoming queues to ensure that tickets are picked up and responded to in an appropriate and timely manner.
• Ensure that ongoing responses, timely updates and meaningful updates are provided.
• Monitor customer satisfaction. Respond to customers’ concerns and complaints to provide the highest level of satisfaction possible.
• Implement best practices and processes to establish excellence in escalations, problem solving and knowledge management.
• Ensure adherence to these processes across the region, driving consistency and efficiency.
• Organise and run customer handover calls with new customers.

Team Management:

• Lead, mentor and manage the local support team.
• Measure and monitor individual adherence to procedures and goal.
• Manage team holiday and time off requests
• Monitor team and individual workloads, adjusting as required.
• Authorise individual expenses.
• Conduct yearly reviews with each team member and document performance, progress and goals for the coming year. Provide recommendations for promotions, pay reviews and bonuses.
• Organise regular team meetings
• Provide input on Support team requirements for the coming year.

Training and Enablement:

• Identify key team and individual training requirements. Work with the Education team, R&D, Services and global support teams to organise and run sessions.
• Ensure that knowledgebase articles are created, documented and followed.
• Ensure that team completes mandatory company training on issues such as security, safety, IT, HR and best work practices.

Metrics and Reporting:

• Review regional support stats each month with Support Regional Support Director.
• Update and review customer reference details in Jewels.
• Attend weekly customer reference call with senior management and biweekly CRG review call. Document and follow up on actions for each customer.

Operational Excellence:

• Regularly review and refine processes, with Support Management and Operations Management, based on feedback and operational insights.
• Recommend new processes & procedures based on new products or other business changes.
• Recommend changes to existing processes & procedures based on new products or other business changes.
• Drive the roll out of new / changed processes & procedures locally.
• Recommend changes to tooling to help drive efficiency and team productivity.

Qualifications:

Education:

• Bachelor’s degree in relevant field.

Experience:

• 5+ years of experience in customer support operations, process improvement, or a related role, preferably within a global SaaS or PLM (Product Lifecycle Management) environment.
• Proven ability to document, standardize, and enforce operational processes across a distributed team.
• Hands-on experience with Jira Service Desk, Confluence, and customer support ticketing systems.

Skills:

• Fluent French language
• Strong analytical skills, with experience in extracting insights from support metrics and making data-driven recommendations.
• Excellent communication and stakeholder management skills.
• Self-starter with strong organisational skills and the ability to manage multiple projects in parallel.
• Strategic thinking and ability to drive change.
• Data-driven decision-making.
• Customer-focused mindset.
• Collaborative and adaptable.

What we offer:

• Competitive salary and benefits.
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
• Opportunity to work with a dedicated and motivated international team.
• A remote work environment built on collaboration, flexibility, and respect.
• Varied and challenging work to help you grow your technical skillset.

Interested?? Contact the Actaris Recruitment team TODAY!!