Global Customer Care Manager

You will lead a team of local customer success executives, support managers and specialists across various regions, ensuring that we deliver top-notch services to our customers and partners.

The role requires both direct team management and dotted-line oversight, with a focus on maintaining high levels of customer and partner satisfaction.

Responsibilities

• Lead, mentor, and develop a growing team of local support managers and support specialists.

• Oversee and improve global support operations, ensuring SLAs and customer satisfaction goals are met.

• Build scalable support processes to support business growth, with a focus on efficiency and quality.

• Collaborate with internal teams, including product, sales, consulting services and customer success, to ensure seamless service delivery.

• Drive initiatives to improve customer and partner satisfaction through timely resolution of issues and proactive support.

• Analyze and report on support metrics such as resolution time, customer feedback, and ticket volumes to identify trends and improve service.

• Contribute to the strategic direction of global support services, including staffing, tools, and process improvements.

Required Skills

• Proven experience as a Support Manager for IT services/products, with personnel responsibility.

• Experience in building and managing support teams in a global or multi-regional context is a strong plus.

• Leadership skills with a focus on team development and customer outcomes.

• Ability to work in a fast-paced environment and manage multiple priorities effectively.

• Excellent communication skills, with the ability to work cross-functionally and manage stakeholders across different regions.

Additional qualifications that would be a plus

• Familiarity with D365FO or similar ERP systems is beneficial.

• Customer success management experience is an advantage.