Manager of Support Services

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The Company

Centage Corporation is a leader in the Corporate Performance Management space. Since 2001, thousands of finance professionals have used the Maestro Suite to transform how they plan, budget, forecast, analyze and report. Centage is headquartered in Natick, MA.

Centage has been recognized three years in a row as being one of Inc 5000’s fastest growing private companies, as well as by the Boston Business Journal as one of the Top 50 fastest growth companies in Massachusetts. The company offers a high energy, team-oriented workplace with the opportunity to be a significant contributor in an entrepreneurial environment. Centage offers a competitive salary along with a full benefits package including paid time off, health insurance, dental/vision coverage, long and short disability, and life insurance.


The Position

We are looking for an energetic, dedicated, customer-focused, individual to lead a Support Team delivering best-in-class support to our customer base. This is a leadership position but will also require a great deal of hands-on work. This is a critical, strategic position for Centage as the Support function plays a huge role our overall customer experience and is a department that is expected to see significant growth in the years to come. To lead that growth, we need someone who has the vision to mature existing processes and develop new processes to ensure future success.


What you will do:

  • Lead the Support function within Centage providing leadership ensuring the team is setup for success at the company scales
  • Develop and execute plan and processes to provide best-in-class service to our customer base
  • Establish and promote a customer focused culture over-delivering on customer expectations
  • Grow a team of Support Specialists
  • Diagnose and resolve incoming customer issues and educate users on problem resolutions in a prompt, courteous, and professional manner
  • Escalate issues to the development team as needed ensuring clear and concise communication to the customers
  • Support Sales efforts by being the primary technical resource to work with customers through the sales, integration, and on-boarding processes
  • Ensure customer requirements are met with consistently high quality of service
  • Ensure that each support issue and resolution is adequately documented
  • Act as the escalation point in difficult situations, identifying and mitigating potential conflicts and risks
  • Partner with other departments to ensure we are meeting customer needs, and provide input to product roadmap for the Product Development team

What you’ll need:

The ideal candidate must be a self-driven, quick learner with good technical aptitude and a focus on the customer. The candidate should have the ability to master a robust software product, explain sophisticated concepts in clear language, analyze use cases and provide optimal solutions. Specific requirements include:

  • Excellent interpersonal and professional communication skills, both verbal and written
  • Being a consistent source of positive energy, both within the company and with customers alike
  • Ability to thrive in a fast-paced environment where frequent iteration is the norm
  • Strong attention to detail, superb time management and organizational skills required
  • Proven ability to lead a team to achieve operational goals
  • Excellent analytical, problem solving, leadership, and coaching skills
  • Ability to work as a member of a team and cross-functionally
  • Being adept at developing excellent working relationships with all levels of an organization
  • Prior experience with Jira, Zendesk, SQL, remote assistance products and other applicable tools highly preferred
  • 5+ years working in a B2B software as a service environment, at least 1-2 years in a management position