Charlotte, NC

Why work for WorkWave? WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas. We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.

The Manager of Client Services will be responsible for two vital aspects of our customer's forward-facing experience: Implementations and Support. This role will oversee the management of these customer-facing teams dedicated to our Servman product line, in addition to coordinating resources across shared teams.

WHAT YOU'LL DO:

• Act as liaison between Client Services and Engineering to ensure developer issues are resolved in an efficient manner according to severity
• Work in a support management capacity with L&D to ensure documentation and training materials are updated regularly in accordance with company policy
• Support pre-sales processes while working with sales and account managers to streamline B2B efforts
• Ensure successful client implementations through communication with, and management of Implementation Engineers and Consultants
• Develop improvements to existing implementation processes based on customer need and software utilization
• Work with Sales leadership, Client Services, and Engineering to improve the overall customer experience in regards to individual needs or expectations
• Maintain overall responsibility of Implementation and Support teams- manage team resources, determine staffing needs, complete performance reviews, etc.
• Serve as a core member of the product's leadership team to provide other members of management with regular project updates; serve as a critical advisor to the team; and provide guidance to ensure we continue to address our client's specific business needs
• Define best practices, KPIs, and process adherence for the Implementation and Support teams
• Prioritize customer needs based on resource availability and importance
• Align SLA's with Product, Sales and Marketing to ensure we measure and deliver on best in class support commitments and resolution times

WHAT YOU'LL BRING:

• Bachelor's or Master's degree in a related field or equivalent experience
• At least 5 years of supervisory-level experience demonstrating management and leadership of customer service and/or technical support teams, preferably in a SaaS software or similar professional service environment
• Strong operational and project management, consulting, technology and process improvement skills
• Strong strategic and customer focus with a clear understanding of how all customer interactions combine to impact revenue, retention, marketing, and client success
• Demonstrated past experience in managing incident and defect prioritization collaboratively with cross-functional teams
• Demonstrated excellent presentation and communication skills with a particular ability to adapt to different audiences such as clients, vendors, and team members
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Demonstrated desire for continuous learning and improvement

WHAT YOU SHOULD KNOW ABOUT US:

• We are laid back but buttoned up. We offer a casual work environment and remote work flexibility and have a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers

• We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses

• We openly accept others as they are and build strong partnerships based on trust

• Teamwork and collaboration is key to help our colleagues and customers solve their challenges

• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us!

A GLOBAL COMPANY WITH A LOCAL PRESENCE:

• We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired.

• We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.

• Whether you work remotely or take advantage of one of our offices, you'll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.

RELAX, WE'VE GOT YOU COVERED:

• Employees can expect a robust benefits package, including health and dental, generous paid time off and 401k with company match

AND BEYOND...

• Tuition reimbursement

• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!• 24/7 access to virtual medical care with Teladoc

• Floating time off for holidays and/or your birthday

• Quarterly awards based on peer nominations• Regional discounts and perks

• Opportunities to participate in charitable events and give back to the community

GROW WITH US:

• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth

• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!

• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year

JOIN OUR WINNING TEAM!

• 9 Time winner of Best Place to Work in New Jersey by NJBiz !

• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

WorkWave supports salary transparency, however please note that salary estimates provided by websites (LinkedIn, Glassdoor, etc.) and not by WorkWave may not accurately reflect the actual salary range for the position