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Title

Client Support Manager 

EOE StatementAscentis is proud to be an Equal Opportunity Employer.
 
Description

The Ascentis Client Support Manager requires someone who has a proven track record in leading support teams and inspires their team to a standard for excellent client support. You will provide daily direction for all client support operations ensuring all work is completed within scheduled timelines with focus on quality standards while facing frequent interruptions, continually reprioritizing activity. Centered around our cultural norms, our goal is to exceed our clients’ – and our own – expectations by providing the best client support in the human capital management industry. Ascentis is growing quickly, and we need smart, dedicated people to help us redefine our approach to serving our clients.

Cultural Norms:

What does a day in the life look like?

The Ascentis Client Support team delivers best-in-class service to Ascentis’ new and existing clients, supporting HR/Payroll leaders from some of the US’s top small and mid-sized businesses. As a leader of the team, you would work in partnership with your client support representatives to answer clients’ questions about Ascentis system functionality, strategies to maximize the ROI on their investment in Ascentis. Key responsibilities include:

  • Train and mentor team members and identify development needs across the team, ensuring all client support representatives have the foundation for success in terms of responsiveness, professional communication and complete resolution of issues.
  • Define the quality metrics and performance standards on which you and each member of your team will be evaluated, and measuring your team’s performance against those quality standards.
  • Set and meet deadlines for your projects; communicating that information well in advance if you are not able to meet those deadlines.
  • Contribute to team success in the form of tools, templates and other means of improving our quality and productivity.
  • Collaborate and partner with other departments to establish best practices and ensure the best possible client outcomes.
  • Manage escalated issues and provide direction to client support representatives.
  • Effectively handle complicated product issues on behalf of clients independently, marshaling needed resources from across the Company, seeing the issue through to full resolution.
  • Identify “trouble spots” that need attention and offer up solutions to resolve the trouble spots.

 
Position Requirements

What are we looking for in a candidate?

  • 2+ years of experience leading customer support teams.
  • Bachelor’s degree strongly preferred
  • HR or Software industry experience preferred
  • Excellent written communication, verbal communication, active listening and presentation skills
  • Strong organizational, analytical, priority setting and time management skills
  • Multi-tasker who can work on many projects at a time
  • Self-starter and ability to think “outside the box”
  • Thrive under pressure in a fast-paced, ever changing environment
  • Project a positive, diplomatic and professional attitude
 
Location Roseville  
About the Organization The Ascentis mission is to create innovative products that are easy to use for the often under-served mid-market that cover the full Human Capital Management (HCM) suite. This full suite approach combined with an amazing team equals success!





We at Ascentis firmly believe that a product is only as good as the people behind it. Whether it's platform development, technology maintenance, client support, product management, sales or operations, all of our employees see the direct impact of their work. As a leader and one of the fastest growing 'Software as a Service' (SaaS) companies in the Human Capital Management space, Ascentis focuses on hiring talented and motivated people from diverse backgrounds. If you want to channel your ambition and drive for success, you belong with Ascentis!





Ascentis has grown tremendously over the last 3 years. Recently, we announced a majority recapitalization by global growth equity investor Summit Partners. Summit invests across growth sectors of the global economy and has invested in more than 440 companies in technology, healthcare, life sciences and other growth industries. These companies have completed more than 140 public equity offerings. So, needless to say, we are all extremely excited with where we are headed!







 

This position is currently not accepting applications.

To search for an open position, please go to http://Ascentis.appone.com



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