Manager Customer Support

UNIT4 NV; Wrocław; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Flexible leave policy

Remote work opportunities

Global wellbeing days

Autonomy to impact

Job summary

UNIT4 NV in Wroclaw seeks a Support Manager to lead the delivery of consistent, customer-focused support for ERP/ERPx, TM and U4F. You will own regional relationships with key accounts and act as a point of escalation when required.

You will champion customer experience, collaborate across global service teams, promote AI in issue processing, and drive improvements through action plans and metrics.

Qualifications

• Champion customer experience and advocate service excellence.
• Built and managed a support team to deliver great outcomes.
• Data-centric, comfortable with reports and charts.
• Collaborate across CS, PS, Cloud, CSM, R&D, GEM, Sales.

Responsibilities

• Ensure all support teams deliver an excellent, consistent customer experience.
• Ensure teams are efficient and resources are used effectively.
• Produce service metrics and insights for improvements.
• Build and own action plans for areas of improvement.
• Promote the use of AI to augment handling of support issues.
• Coordinate with other global support managers on service initiatives.
• Manage and own customer escalations with A/C Managers and CSMs.
• Track performance against metrics and drive improvements.
• Ensure adherence to best practices across teams.
• Support Knowledge Management culture and practices.
• Champion central initiatives for adoption and improvement.

Skills

Customer experience

People management

Data analytics

Team leadership

Resource planning

Job description

Job Description

What you will do?

You will be responsible for the delivery of consistent support services to our customers for some of our core products (ERP/ERPx, TM and U4F). You will ensure we demonstrate the appropriate levels of customer centricity in all that we do and that we focus our efforts on great customer outcomes. You will own the support relationships in your area with key accounts and act as a point of escalation when required.

As a Support Manager you will be expected to:

• Ensure that all your support teams deliver an excellent and consistent customer experience
• Ensure your teams are working efficiently, and you are making best use of your resources
• Produce service metrics that provide insight into areas for improvement
• Build and own action plans for areas of improvement
• Promote the use of AI to augment the processing of customer support issues
• Work with other global support managers on service improvement initiatives
• Manage and own customer escalations & engagements alongside A/C Managers and CSMs
• Track performance against agreed metrics and use data to drive improvements
• Ensure teams always work with agreed best practice
• Support our Knowledge Management culture
• Champion central initiatives to ensure adoption and improvement

Key Metrics

The success of the role will be measured against:

• CSAT
• Transactional NPS
• Backlog
• Productivity
• Escalations
• Knowledge (creation and usage)

Qualifications

Your Approach

You will champion the customer experience and be an advocate of service excellence. You will promote collaboration between the other service teams in our global organization (CS, PS, Cloud, CSM, R&D, GEM, Sales). You will work closely with SIT to ensure standards and processes are correct, up to date, understood and deployed accordingly. You will champion our continuous improvement philosophy and constantly look at ways in improving efficiencies.

Your profile

You will be a strong manager with a proven track record of delivering great customer outcomes. You will have built a support team previously and know how to manage resources to provide great outcomes. You will be resilient, working methodically across all support groups to ensure a consistent approach whilst showing empathy to those staff who are challenged by the new environment. You will be data centric, comfortable to update on your progress using appropriate reports and charts.

What we offer?

• a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact
• balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits
• growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
• a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Our commitment to equity

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs:

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries though – we’ll handle it according to local privacy laws and keep your info safe. Questions? Feel free to reach out!