Support Manager

CloudM is an award-winning SaaS company whose humble beginnings in Manchester have grown into a global business in just a few short years.

The CloudM platform is designed to help our customers get the most out of SaaS applications like Microsoft 365 and Google Workspace, automating time-consuming tasks like IT admin, onboarding & offboarding, archiving, and migrations.

Our SaaS data management platform has been used by over 35,000 customers in 107 countries including the likes of LinkedIn, Uber, Netflix, Booking.com, and Spotify.

We have a brilliant team of more than 70 people in Manchester, Europe, and USA. We are still growing, and that means we need more brilliant people who share our ambition to join our team.

Join the Cloud revolution. Join CloudM.

Role Overview:

Reporting to the Operations Director, the Support Manager will play a crucial role in ensuring customer satisfaction and success with the CloudM platform. This role involves leading a team of support professionals, providing technical assistance, and driving continuous improvement in support processes.

Responsibilities:

Spearhead and collaborate on the implementation of a comprehensive support strategy for CloudM, with a strong focus on change management and customer experience

Overseeing the delivery of CloudM’s Product Support service, ensuring it aligns to the business needs, objectives and plans for growth

Implement, monitor and manage robust reporting across the Product Support Team to monitor and manage key performance indicators (KPIs) identifying opportunities for improvement

Optimising processes and systems related to current support offerings ensuring we deliver a high standard of service to our customers in the most efficient manner possible whilst maintaining exceptional CSAT scores

Manage and lead a team focused on customer support, technical expertise and project governance

Foster a team culture that promotes continuous improvement and development both at an individual and team level

Collaborating with other departments to enhance support standards and expand offerings in line with business growth and needs

Establish relationships with key customers and partners to build confidence and trust in the CloudM Support team

Optimise and own a strong proactive escalation process that handles customer issues with a focus on customer experience and satisfaction

Oversee and allocate team resources effectively, ensuring alignment with customer demands and the availability of skilled personnel. This involves:

Capacity Planning: Regularly assess the team's workload and capacity, anticipating future needs based on sales forecasts and key team metrics

Skill Development: Identify skill gaps within the team and implement training and development programs to enhance their capabilities and meet evolving customer needs

Performance Monitoring: Track team performance metrics, such as productivity, customer satisfaction, and response times, to identify areas for improvement and optimise resource allocation

Customer Collaboration: Work closely with customers and partners to understand their needs, expectations, and priorities, ensuring that the team is set up for success

Contingency Planning: Develop and implement contingency plans to address unexpected events, such as staff shortages, system outages, or sudden increases in customer demand

Rota Planning: Develop and implement a fair and balanced rotational work schedule that effectively manages fluctuations in demand, distributes workload equitably and meets the business requirements
 

Skills and Experience:

Key Skills

Professional Experience: 4+ years in a product support, or technical environment, with 1+ year(s) in a management or senior role.

Data-Driven Insights: Able to analyse KPIs and provide insightful recommendations and plans for service improvement.

Proactive and Responsive: Proactively responds to stakeholder requests and takes initiative on deliverables without prompting.

Project Management: Understands project methodologies and can apply them when establishing and executing key initiatives

Strategic Thinking: Possesses strategic thinking and problem-solving abilities.

Communication: Confident and proactive communicator who can adapt their communication style to suit different stakeholders and aligns with business frameworks

Presentation Skills: Can confidently build and deliver presentations to senior stakeholders.

Knowledge Sharing: Effectively shares knowledge with colleagues and customers.

Influencing Skills: Can influence key stakeholders in their decision-making.

Technical Acumen: Has a deep understanding of technical concepts and can collaborate effectively with technical specialists to take ownership of solutions.

Desirable Skills

Experience providing support for a technology solution

Experience managing and providing a support service to external customers

ITIL or other Service Management framework experience and certifications

Worked within a split geography team

CloudM Culture:

We are a company consisting of old hands and new faces, all with a passion for technology’s power to simplify. We are developers, designers, marketers and innovators.

We are constantly trying new things, and sometimes getting it wrong. Which is good, as innovation never came from perfection. We work quickly to keep pace with the industry we’re in. We’re proactive, not reactive, and have been that way since day one. We want to have the answers when our customers ask us questions.

CloudM is a remote-first organisation. This means we are not limited to one geographical location. We are committed to attracting and developing a diverse workforce, seeing individual differences as opportunities for innovation and growth. Our company is about culture-add, not culture-fit.

Our DE&I (Diversity, Equity and Inclusion) strategy is ingrained in everything we do here at CloudM. From recruitment and employee engagement to our EVP (Employee Value Proposition). We use gender bias decoders to check our job listings are inclusive and post on LGBTQ+ and neurodiverse job boards for our recruitment. Our EVP includes flexible working hours (we believe flexible working should be the norm, not the exception), generous family leave pay (commonly known as maternity/paternity/adoption leave), EAP (Employee Assistance Program) and mental health first aiders. All of this helps with our team’s work-life balance, removing barriers to childcare or caring for relatives and pets. Our team can do the school run or even go to the gym in the middle of the day. We are trying to build a culture of flexibility and inclusivity for the long term.

What CloudM can offer you:

• Private healthcare including dental and optical care 🦷
• Company contributed pension (matched up to 5%) 💷
• Unlimited paid holiday 🌴
• Flexible working - we ask that you work during core hours (10-4) to help with collaboration, but outside of that you can work when suits you 😊
• 10 paid sick days 🤧
• Death in service, 4 times your annual salary 💔
• Employee Assistance Program (EAP) 📞
• Tech scheme (Salary sacrifice, CloudM can loan you up to £1,000.00 for tech equipment) 📱
• Paid certifications and qualifications 🎓
• Birthdays off 🎁
• Financial wellbeing advisor 💸
• Opportunity to develop within a fast-growing tech business with an ambitious year-on-year growth trajectory 📈
• Market-leading parental leave policies 👶🏽
• Various wellbeing initiatives 🧘🏽‍♀️
• Exclusive access to discounts & rewards programs, including Gym membership 💸
• High-spec equipment (laptops, phones, etc.) 💻
• Working from home equipment budget 🏠

Location:

Remote-based role. However, within commutable distance to Manchester would be desirable for the odd team-building activity / meeting.

Environmental & Social Responsibility:

Our business strives to progress our industry as a whole and are using the B Corporation framework to continuously build on how we can treat our employees, community and environment with respect.

We expect that all of our employees play their part in our social progression plans, whether that’s leading the environmental board, playing a part in the DEI community, participating in a charity support day or simply just following our advice on buying locally and considering the environment when booking a hotel or restaurant. Every bit counts.

Apply Now:

If you are interested in joining one of our teams, get in touch today!

Please send an email including your CV to careers@cloudm.io