Customer Support Manager

| Greater Denver Area | Hybrid
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JOB BRIEF

Vertafore has an opening for an experienced, energetic Customer Support Manager. The position requires a business leader with commitment to customer service and the ability to grow and develop leaders and a support team. A key function of the position is to manage and retain a customer support team dedicated to building long-term value in customer partnerships.

The Customer Support Manager is a key member of the customer support leadership team responsible for enabling the customer support team to collectively and individually deliver successful business outcomes focused around productivity of resolving customer issues and providing a positive customer experience.

Role Impact:

Vertafore develops and delivers software to the Insurance industry, helping our clients in how they help their clients. In order to provide the best possible levels of customer service with proven experience in motivating and driving performance, the Customer Service Manager will be immediately involved in the following:

  • Manage frontline contact center support representatives and solution center analyst
  • Execution of quality program including call monitoring and chat/case monitoring
  • Developing customer support team through interviewing, hiring, assessing performance, coaching and giving feedback
  • Provide direction and guidance to representatives and analysts to ensure adherence to company policies
  • Ensuring targeted service and performance standards are achieved or exceeded.
  • Provide strong leadership that guides the team to think both tactically and strategically in the delivery of support.
  • Ability to create and execute team vision and direction to support company goals
  • Identify and implement changes in method, process, systems and technologies to improve operations, efficiencies, effectiveness and metrics 
  • Manage customer relationships to ensure world class experience for the support of Vertafore products
  • Manage the communication of product outages and new or recurring problems to product management, product development, data center, customer facing employees and customers
  • Manage customer escalations
  • Proactively contact customers regarding information attained through customer surveys
  • Work closely with managers from other departments to identify solutions for customer problems and improving processes to increase efficiency across all departments 
  • Bachelor's degree or equivalent of experience
  • 3+ years managerial or equivalent leadership experience within a software support center environment
  • 1+ years project management experience
  • Experience working in a business to business environment
  • Hands-on experience managing contact center operations teams, including resources management, incident management, business continuity and data analysis
  • Experience in leading through significant process, organizational and system changes with positive results
  • Strong written and verbal skills with proven ability to make effective presentations to C-level executives as well as Vertafore business units 
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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • AWS (Amazon Web Services)Services

Location

Great location in the heart of downtown Denver just a block away from the RTD lightrail.

What are Vertafore Perks + Benefits

Culture
Volunteer in local community
Vertafore offers employees 1 paid day to volunteer at the non-profit of their choice.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
President's club
Employee awards
Remote work program
Vertafore is a Flexible First working environment which allows team members to work from home as often as you’d like while using our offices as a place for collaboration, community, and team buildin
Diversity
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Vertafore employees can contribute up to $2750 annually to their FSA.
Disability insurance
Disability insurance covers 100% of annual salary for up to 90 days of disability.
Dental insurance
Our dental plan covers $1500 of expenses per person.
Vision insurance
The vision benefits plan covers 100% for annual eye exams with $175 for glasses or contact lenses.
Health insurance
Vertafore offers three different health plans to meet the needs of our employees.
Life insurance
Pet insurance
We offer a Pet Insurance plan through Nationwide.
Wellness programs
Team workouts
Vertafore's team fitness initiatives include in-office yoga, a partnership with Planet Fitness, and other recreational team sports.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Vertafore provides employees with a 401(k) matching plan managed by [provider]. We match up to 50% of contributions up to 3% of an employee's annual gross pay.
Employee stock purchase plan
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Vertafore provides up to 6 weeks of parental leave for the primary caretaker. We also provide 6 weeks of leave for the secondary caretaker.
Family medical leave
Adoption Assistance
We reimburse up to $2,500 for eligible adoption expenses and 6 weeks of paid leave.
Company sponsored family events
Vertafore sponsors family oriented events semi-annually.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Bereavement leave benefits
Company-wide vacation
Every year on the second Friday in April, our company shuts down for "Refresh & Recharge Day." It's a day to unplug and get back to what you love outside of work.
Office Perks
Commuter benefits
Company-sponsored outings
Vertafore hosts company outings annually.
Free snacks and drinks
In various areas of the office, Vertafore provides weekly fresh fruit services, bagels and donuts on specified days, as well as snacks and drinks.
Some meals provided
We provide free breakfast on Mondays and Fridays.
Company-sponsored happy hours
Recreational clubs
Vertafore sponsors recreational clubs that include sports, board games, video games, book clubs, etc.
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Tuition reimbursement
Our tuition reimbursement plan offers an annual max of $5,250.
Lunch and learns
Promote from within
Mentorship program
Vertafore's mentorship framework is an independently led experience between a mentee and a mentor. Resources are ongoingly provided to start this relationship and keep it successful & valuable.
Online course subscriptions available
Personal development training

Additional Perks + Benefits

We felt like the stretch of no three day weekends from Feb - May was too long, so we added our own holiday! We celebrate Vertafore Rest and Recharge day in April, and the whole company has a long weekend.

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