Client Services Support Manager - Jobs in Toronto, ON

Job Description

AbacusNext is a leading technology provider for legal, accounting, and compliance-focused professionals. We empower our customers to grow their businesses, better serve their clients, and operate at peak efficiency—all within a secure, cloud-enabled ecosystem.We provide purpose-built, cloud-based solutions for small and medium-sized Legal and Accounting firms to support a secure and cloud-enabled practice.Our product portfolio includes case and practice management, payment processing, private cloud hosting, and document automation solutions designed to make work easier for more than 1 million global users.Our highly differentiated cloud infrastructure puts customers business data and vital applications into a virtual workspace accessible anywhere, anytime, and from any device. www.abacusnext.comOur Culture: Cutting-edge cloud technology with market needed capabilities:We know that creativity doesnt happen on-demand. Developing cutting-edge cloud technology takes great minds and talented people working together in a collaborative environment. That is why we are committed to fostering an innovative, agile company culture. We encourage our teams to come together and experiment with new concepts, research new approaches and test out new technologies. We believe that being part of our team will make a difference in the world.Our Mission: Technology and services for SMB customers to run their business:To provide professionals in highly-regulated industries the technology and services they need to run their business—anytime, anywhere. We are with our customers every step of the way, helping them grow, evolve, and better serve their clients.**Location: This role is REMOTE and open to candidates in Greater Toronto area only**RequirementsJob Duties and Responsibilities:

• Oversee Toronto support team
• Maintain and constantly improve operational processes and procedures
• Work with TS leaders and across functions to define and implement cross-functional operational processes and procedures to meet and exceed customer needs
• Oversee and develop the documentation, knowledgebase, and best practice guides for Onboarding team.
• Hire, coach, and provide training to personnel to maintain high customer service standards.

• Communicating with customers, implementation team, sales, engineering and support agents.
• Analyzing customer behavior and delivering on their needs during on-boarding.
• Gathering information about customer issues during initial product adoption and delivering constructive feedback to improve the process.
• Developing aggressive retention strategies based on customer feedback.
• Deliver white glove service for first 6 months of client joining.
• Provide such stellar on-boarding experience and customer service, giving you the opportunity to upsell higher level customer service packages.
• Writing and presenting customer behavior reports that will lead to providing world class on-boarding experience with Abacus products.
• Building positive long-term ongoing relationships with customers and business associates.

Skills & Requirements:

• 3+ years experience managing a customer service team
• 3+ years of experience in managing processes
• 7+ years minimum relevant experience with 3+ years in a people Manager role in a fast-paced, enterprise, SaaS technical support environment.
• BA/BS Degree in a technical discipline or equivalent
• Advanced technical knowledge in areas such as Windows Server, Network topologies, Active Directory, Group Policy, Office 365.
• Experience with virtualization technology including Microsoft Hyper-V and Microsoft Terminal Server
• Working knowledge of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Strong process-driven mentality with excellent attention to detail
• Excellent oral and written communication skills
• Experience using analytical skills including critical thinking, debugging, judgment, problem solving, troubleshooting, and use-case analysis.

Skills Needed to Succeed:

• Ability to work in a fast-paced, demanding environment, with multiple and changing priorities while maintaining strong attention to detail.
• Strong interpersonal and team player skills with an ability to communicate at all levels, both internally and externally.
• Strong work ethic with a sense of urgency
• Strong organizational and management skills; ability to efficiently manage a variety of multiple concurrent projects simultaneously

BenefitsBenefits:

• Medical, Dental, Vision and Life Insurance
• Flexible PTO
• Sick Days
• Remote work from home

Employee Perks:

• Professional and Financial Growth
• Great culture and environment
• Social, Health, and Wellness Events (now all virtual)
• Anniversary Gifts
• Birthday Time Off

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