Support Manager

· Acts as escalation management.

· Acts as key resource and liaison to all other JDA departments as well as customers.

· Builds customer relationships by communicating the value of Support Services in order to build long term trust.

· Communicates support guidelines, processes and systems.

· Conducts strategic planning, including use of metrics and interaction with Team Leaders and other groups to help identify opportunities for improving processes and procedures.

· Ensures best practices are employed. Gathers and disseminates information on department and company operational guidelines.

· Interacts directly with customers to resolve conflicts and issues, to improve and maintain positive relationships.

· Leads by example: inspires team to excel, promotes teamwork and high morale.

· Leads the team to achieve a high level of customer satisfaction, team morale and operational results.

· Maintains customer confidence and helps to set or adjust expectations.

· Maintains interactions with SIG community.

· Manages revenue by working with customers on contract negotiation, and lending assistance to other internal teams in collections in order to prevent maintenance attrition and loss.

· Plans for succession and development of team by mentoring Team Leaders and analysts to provide guidance for development and improvement.

· Tracks team operational efficiency and effectiveness.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.