Manager of Client Support

We serve specialty retailers across multiple markets including ski, surf, music, scuba, craft and more great vertical stores. We’ve been in business for 15+ years and has 280+ amazing employees and growing very fast. Our employees enjoy the benefit of working in a small business atmosphere without the politics and headaches that come with a large corporation. We have 5 company values we live by: Honest, Hungry, Happy, Humble, and Heartfelt. We strive to represent these values in every interaction with customers and co-workers alike. Do you also live by the 5 H’s? If so, you will love our company! We are looking for an experienced Manager of Client Support to join our team! Learn more about Rain Retail: https://www.rainpos.com/why-rain/

Manager of CS Role Overview:

Rain Retail Software is seeking an experienced and motivated Manager of Client Support to lead our Team Leads & dedicated Client Support Representatives. As the Manager of Client Support, you will play a pivotal role in ensuring that our clients receive exceptional support and that their needs are met promptly and effectively. You will be responsible for overseeing all aspects of the client support function, including managing, motivating, developing, and implementing support strategies, and resolving customer issues within the department.

Manager of CS Duties:

• Lead and manage a team of Client Support Representatives, providing coaching, mentoring, performance management, and more
• Develop and implement strategies to improve customer satisfaction and loyalty, including implementing new support processes and tools
• Monitor and track key performance indicators (KPIs) related to client support, such as average response time, resolution time, and customer satisfaction scores
• Identify and resolve customer issues promptly and effectively, ensuring that clients are satisfied with the resolution
• Train and develop Client Support Representatives on Rain Retail Software products, policies, and procedures
• Control complex issues from the team, ensuring that all client needs are met
• Manage client relationships, building rapport and trust with clients
• Stay up-to-date on industry trends and best practices in customer support

Qualifications:

• Bachelor’s degree in business administration, or a related field
• 3+ years of experience as a client support manager or manager of customer service role, with a proven track record of success in leading, motivating, training and managing teams
• Deep understanding of client support and the client experience principles and methodologies, including problem-solving, communication, and relationship-building
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients
• Ability to work independently and as part of a team, with a strong work ethic and attention to detail
• Proficient with cloud-based collaboration tools like Microsoft, Google, Salesforce, etc…
• Experience with Rain Retail Software products and services is a plus

Our Benefits:

• The best company culture around! (Top Place to Work Award in Utah)
• Opportunities for advancement within our organization
• Company activities such as Lagoon day, movie nights, and dinners!
• A stocked kitchen is waiting for you
• Employee Referral Program, earn money for referring your friends (Who doesn’t like more money?)
• The ability to earn additional bonuses and incentives
• Generous Paid Time Off and Holidays too
• Great Medical, HSA, Dental, Vision, Life Insurance, and a 401k

Why Rain

Rain is an intuitive and powerful solution that captures POS, inventory, management, marketing, and more into one place.