Senior Client Services Manager, Publishing e-commerce and website provider
We are recruiting on behalf of our client for a Senior Client Services Manager. The company provides e-commerce and website solutions for trade and academic publishers. Working alongside the support team you will be managing customer queries and helping drive revenues.
Duties of the role include:
- Delivering support revenues on budget month-on-month, via the JIRA desk
- Managing support and maintenance and any other assigned tickets as required including
urgent response in accordance with the company’s agreed response and resolution times - Ensure efficient resolution of client concerns and escalations
- Ensuring adherence to KPIs
- Liaise with project management to ensure timely delivery of website design requirements
- Maintaining customer satisfaction and engagement through regular support check-ins
- Monitoring and managing Shopify, WordPress, Plugins and other security updates
- Summarising to the Head of Support a monthly analysis of your support requests
- Coordinating with Project and Sales Managers
Skills required:
- Proven experience in support
- Excellent time management skills and ability to multi-task and prioritise work
- Excellent written and verbal communication skills
- Nice to have: experience in basic HTML, WordPress, Shopify, Atlassian products,
Hubspot, ZenDesk
We welcome applications from all members of society and embrace a diverse workforce.
To enable an equitable experience for all and give you the best chance of success, if you have any specific requirements for any stage of the interview process, please let us know by emailing: recruitment@mare-nostrum.co.uk.