Customer Success Regional Manager (Roseville, US)

Amano McGann

Regional Manager, Customer Support

Amano McGann, Inc. is one of the largest parking systems distribution and software engineering companies in North America with full-service offices in 20 principal markets. We maintain market leadership by providing innovative products and services to meet the demands of this fast-growth industry. Our sales and management executives, software development engineers, R&D specialists, and our customer support professionals work together as a team to provide the highest standard of customer satisfaction.

We are seeking an individual with a technical background to work in a fast-paced parking hardware and software support environment. Products supported include automatic barrier gates, ticket dispensers, handheld devices, pay stations, credit card processing, windows and web-based applications, and our suite of access and revenue control software. Amano McGann has an immediate opening for a full-time Customer Support Regional Manager at our Roseville Corporate Office.

Key Responsibilities

  • Work with the Director of Customer Support to guide the Customer Support team to effectively manage stakeholder relationships, improve customer satisfaction, respond to and resolve issues in a timely manner and to support the field technical teams in the specified region to address ongoing issues
  • Ensure the team effectively communicates, implements and interprets Customer Support policies and procedures
  • Partner with Customer Support Director and Regional managers to develop and/or maintain department procedures, metrics and key performance indicators to measure operations, develop and measure improvement targets and achievements and/or support changing business requirements
  • Evaluate the effectiveness of the Customer Support operation and work with management to drive continuous process improvements; implement process adjustments and/or system enhancements working cross functionally as appropriate, to ensure customer satisfaction meets or exceeds excepted service levels and to improve business relationships with customers
  • Ensure the delivery of reporting necessary for day-to-day operations of the team
  • Drive operational and service consistency
  • Work with the Director of Customer Support to guide the optimization and coordination of project hand-off and change control with the Professional Services and on-going support
  • Work with the Director of Customer Support to guide the optimization and coordination of change control with the Engineering teams and Branches/Dealers
  • Develop effective working relationships with key customer/channel contacts and work to understand business conditions and needs; document the findings and provide input to leadership
  • Support management with technical support staff schedules as needed to accommodate anticipated demands

Detailed Responsibilities

  • Oversee the requests and incidents generated in the field and reported to customer success by Field Technicians ensuring satisfactory and timely resolution
  • Manage and coordinate urgent and complicated support issues. Act as the escalation point for all requests and incidents in your region
  • Ensure staff adheres to the phone/ticket escalation process to provide free flowing escalation and information within the organization
  • Interact with internal and external stakeholders on a daily basis, with regularly scheduled meetings with other stakeholders
  • Drive incident review sessions and work with Customer Support Director to develop strategies for improvement
  • Analyze data and develop defect trend reports to assist with improving overall product quality; be a champion for customers to enhance the product based on the trend analysis
  • Participate in product release planning, execution and testing efforts to ensure that product features and functions meet the customer needs
  • Monitor and manage phone queue (participating in escalated calls as needed)
  • Participate in the expansion of the knowledge base/solutions repository and ensure top quality solutions are available to staff
  • Advise management on situations that may require additional client support and/or escalation
  • Manage process for communicating critical information/emergency activities to the organization
  • Review survey feedback to improve services, tools and support experience
  • Additional duties as assigned
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