Elite Technology - Manager, Global Support

• Monitor analyst performance metrics and manage staff to meet department and team goals and metrics. • Identify and communicate work schedules, assign projects, and regularly review the quality of work performed.  Assess the impact of team member decisions and solutions on the customers’ business operations. • Coach direct reports to improve the level of service provided and conduct performance reviews including work with management to identify and take corrective action to improve performance. • Participate in interview and selection for new hire and onboarding.  Identify training and development goals for direct reports. • Ensures that escalated, complex and high-profile customer issues and technical problems are handled effectively through frequent review of team performance to department goals. • Interact with other teams and departments to obtain information, coordinate the use of resources, and drive effective communication with clients. • Understand the roles and responsibilities in the business unit and department; engage resources at all levels as necessary to drive timely resolutions to customer problems. • Monitor and manage customer interactions for the team(s) to achieve customer satisfaction goals related to providing professional, courteous and knowledgeable service as measured via customer satisfaction surveys, aging, response and resolution times. • Handle customer dissatisfaction via direct and timely communication with the customer to resolve complaints or concerns. • Provide support account management and/or consultative support to high profile and/or customers in crisis as needed. • Perform scheduled case review meetings with customers to ensure a continuous touch point and addressing concerns as appropriate. • Interact with colleagues and management to resolve customer issues effectively. • Coach, mentor, and coordinate technical training and knowledge transfer efforts leveraging skills and knowledge of senior analysts, principal analysts and team leads. • Lead process improvement, projects and integrate positive change into daily activities and operational processes. • Take a stakeholder role in Team management and department meetings and communicate updates and information to staff and leads. • Acquire and maintain expertise on Elite products and operating platforms. • Maintain superior expertise in product area(s) that the team supports and a comprehensive working knowledge of how customers can utilize or adapt the software to effectively manage their business from a financial and operational perspective. • Maintain high level knowledge of customer support and business of law industry best practices and trends. • Perform other duties as assigned to support departmental and company objectives.