Technical Support Manager jobs in Jacksonville, FL

Job Purpose

The Manager, Premier Services leads a team of Premier Services Managers (PSM’s) who work alongside the Premier Services Engineers to provide a holistic and proactive approach to the client’s technical health and solution adoption by understanding the client’s business and technical goals to help them achieve the greatest value.

The ideal candidate is highly autonomous, possesses strong written and verbal communication skills, adapts quickly to new technologies, has excellent problem-solving skills, and has client focus. Can effectively gauge client impact and temperature to prioritize tasks, and quickly shift focus throughout the day depending on priorities.

Responsibilities

• Lead, support and mentor a team of Premier Services Managers in all aspects of the role
• Serve as an escalation point for Premier Services Managers for all client queries and issues
• Demonstrate thought leadership and helping evangelize new ideas, strategies, and concepts with team members, other internal teams, and clients.
• Manages initiatives, with strategic level direction provided by more senior leaders (e.g., creates project timelines through input from others and/or experience, communicates and monitors timelines and delivery, etc.)
• Identifies issues or processes in need of improvement and works with leadership to develop solutions
• Work with Client Support representatives and teams to ensure contracted service level objectives for responsiveness are being met
• Recognize and respond accordingly to systemic customer and company-impacting problems
• Participate in the product defect/enhancement process by accurately identifying defects and enhancements and advocating on customer and team’s behalf for those items
• Understand and follow company and departmental guidelines and policies for customer interaction; including escalation paths.
• Maintain and promote consistent behaviors and delivery across the team.
• Act as a mentor throughout the organization.
• Other duties as assigned by leadership
• Keen awareness of all Premier Services client relationships and early identification of any potential CSAT risks including early identification, pre-escalation techniques and proper escalation when appropriate.
• Drive customer renewals through providing a white glove customer service experience

Knowledge and Experience

• Bachelor’s degree and at least seven to ten years of direct hands on experience leading teams in a customer centric environment 
• Seven to ten years experience in providing top notch Customer Service to Enterprise Clients.
• Proven effectiveness in a role that requires multi-tasking, leadership, and strong customer soft-skills with ability to communicate with all levels of management.
• A relentless drive for success in all you do, a person who doesn’t take no for an answer
• Outgoing personality with proven success working with all levels of leadership
• Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener.
• Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.

Schedule

This role offers work from home flexibility of up to 2 days per week. 

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.