Client Support Manager
Herndon, VA

Job Description

Why MicroPact?

When you join the MicroPact team you are surrounded by exceptionally talented, dedicated and creative individuals. We are proud that team member feedback has resulted in our being recognized as a Best Place to Work by The Washington Post, The Washingtonian, the Washington Business Journal, and Virginia Business Magazine. We offer a comprehensive benefits package, 401K, and many opportunities for professional growth and advancement. Add to that our flexible work hours, casual dress code and commitment to telework, it's easy to see why you should consider joining the MicroPact team.

MicroPact is wholly owned subsidiary of Tyler Technologies, the largest company in North America dedicated to providing software for the public sector, including federal, state and local government. Tyler is a nationally recognized provider of integrated system solutions and professional services, and serves clients in more than 21,000 installations across 10,000 state and local government locations in all 50 states, Canada, Puerto Rico, the United Kingdom and Australia, as well as more than 200 U.S. federal agencies. Acquired by Tyler in February 2019, MicroPact has focused for more than four decades on delivering powerful, adaptive, commercial off-the-shelf (COTS) solutions to the public sector. Today, MicroPact products serve 98% of U.S. states and 97% of federal agencies with 500 or more employees.

Are you interested embarking on your career journey with our company? Read on to find out more about the next exciting opening within our team!

Client Support Manager

MicroPact seeks a Client Support Manager to champion entellitrak and ICOMPLAINTS software support services. This is a leadership position that coaches, motivates and empowers the Product Operations team to provide clients with a top notch support experience. The Product Operations team handles questions, bugs, issues, enhancements and maintenance relating to the functionality, integration and interoperability of MicroPact software. The ideal candidate excels under pressure, is a natural leader, client focused and technically savvy.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* Become an expert in MicroPact's products, support services, processes and policies
* Recruit, coach, lead, evaluate and motivate the team members to provide highest level of service to every customer through each interaction
* Oversee day-to-day operations in a fast paced client facing environment
* Ensure team is meeting or exceeding established service line agreements and contractual obligations
* Guarantee clients are satisfied and informed - measured by customer retention and referrals
* Collaborate with other internal MicroPact teams to provide support and resolve client and partner issues
* Serve as the primary escalation point for complex technical or customer satisfaction issues
* Identify and report challenging client issues that cannot be met within the Product Operations team to senior management in a timely manner
* Continuously improve the customer support experience by evaluating and re-designing processes, establishing and reporting meaningful metrics, monitoring and analyzing results, and championing changes
* Document and maintain team policies, processes and procedures
* Embrace change by establishing new processes and procedures for evolving products and support offerings
* Collaborate with implementation partners to ensure that partners have the technical support necessary and are set up for success
* Facilitate client transitions from the project implementation to production support and maintenance
* Facilitate timely and efficient upgrades to ensure customers are taking advantage of the latest product features
* Maintain and share knowledge of the entellitrak architecture and related technologies to continuously improve the technical capabilities of the team

OTHER DUTIES AND RESPONSIBILITIES:

* Support critical outages, scheduled deployments and maintenance during some evenings and weekends
* Participate in the Operations Management forum to collaborate and influence cross-team initiatives and policies
* Review and provide input for RFIs, proposals and contracts
* Set schedule for deliverables and maintain regular communication with development and project teams
* Track and increase recurring revenue through sales of additional support services and product customizations
* Represent MicroPact in the most positive manner to prospective, former and current clients, suppliers and the community we serve
* Handle confidential information with tact and discretion
* 5% travel to client sites
* Perform other duties as required and adapt to changing needs within the organization



About entellitrak and MicroPact

MicroPact offers stable employment, a strong compensation and benefits package and a high energy work environment. More importantly, we provide opportunities for our staff to learn and grow with the end objective of building a team of highly skilled professionals that can solve client's software needs today and provide a supply of qualified people for future roles in management and executive teams.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability.

Job Requirements

* Eligible for Secret Clearance (requires US Citizenship)
* Bachelor's degree computer sciences preferred
* Solid foundation in customer service, minimum 2 years of software/ system support experience
* Minimum 2 years of staff management or Team lead experience
* Incredibly organized and able to handle multiple responsibilities
* Thrives in a fast-paced customer facing environment

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