Client Support Manager, SaaS Excellence & Growth

MRI India; Baguio; Hybrid; PHP 1,116,000 - 1,897,000; Full time

Benefits offered by this job

Hybrid/remote flexibility

HMO coverage

Tuition reimbursement

Paid time off

Job summary

MRI Software is seeking a Manager, Client Support to lead a team of Software Support Analysts responsible for resolving client inquiries across MRI modules. You will drive performance against benchmarks, coach staff, and ensure quality customer experiences.

The role emphasizes cross-functional collaboration with Product, Engineering, and Customer Success, ongoing process improvements, and scalable support operations in a fast-paced SaaS environment.

Qualifications

• Proven experience leading or managing client support teams.
• Experience with escalations and performance metrics.
• Strong communication and stakeholder management skills.
• Familiarity with SaaS and enterprise software support.
• Bachelor’s degree or equivalent professional experience.

Responsibilities

• Manage team performance against client support benchmarks.
• Handle escalations with clients and other MRI departments.
• Conduct regular one-on-one and team meetings.
• Develop and implement tactical plans for strategic initiatives.
• Perform monthly quality audits and annual reviews.
• Assist in training and development of analysts.

Skills

Leadership

People management

Customer support

Escalation management

Stakeholder management

Ticketing systems

Communication skills

Coaching

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Zendesk

Freshdesk

Job description

MRI Software is seeking a Manager, Client Support to lead a team of Software Support Analysts responsible for resolving client inquiries across MRI modules. You will drive performance against benchmarks, coach staff, and ensure quality customer experiences.

The role emphasizes cross-functional collaboration with Product, Engineering, and Customer Success, ongoing process improvements, and scalable support operations in a fast-paced SaaS environment.