FRONTSTEPS is a unique company that boasts a small-company atmosphere, yet is poised for exponential growth in the web-based and mobile applications SAAS segment.  For the customer service enthusiast with a strong background in client management and satisfaction, join our company as our Customer Support Manager and make a tangible impact.

In this high-profile role, we are looking for a candidate with good business acumen, excellent communication skills, and a track record of strong analytical management to lead this exciting and fast-paced Customer Support team.  You will manage all day-to-day operations of the unit, and use your leadership skills to improve the team, customer experience, and all support function processes.  In addition, we present the opportunity to develop and implement product and process training programs for our Customer Success organization with the potential to broaden the scope of these programs across the company. In this role you will utilize your entrepreneurial mindset, delivering processes and programs in a start-up style environment. Based out of our Denver office, we are looking for a Customer Support Manager with the following skills:

• Bachelor’s degree from four-year college or university; and 3 years related experience, including 2 years of supervisory/management experience; or equivalent combination of education and experience 
• Experience with a SaaS software company preferred
• Ability to effectively respond to and interact with all levels of organizational staff
• Experience with Salesforce a plus
• Competencies include excellent presentation/facilitation ability, organizational, analytical, interpersonal and written/oral communication skills 
• Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced, growth-oriented and time-critical environment
• Exemplify our Core Values

Job Duties and Responsibilities:

• Document, track, and monitor problems to ensure resolution in a timely manner. Ensure tasks are set to the appropriate priority levels and the team responds accordingly.
• Maintain in- depth client management support processes to acquire and retain customers and increase their satisfaction. Respond to customer support requests within SLA timeframes.
• Monitor, filter and prioritize tickets that are escalated to the Development Support group.
• Maintain current knowledge of industry trends, concepts, practices and procedures and potential impact on the business.
• Plan, coordinate, and direct training programs for employees as well as develop training for a fee programs for clients.
• Conducts needs analysis studies and partners with managers and supervisors to determine training needs 
• Formulates training policies and programs based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures or services
• Manage team schedules, policies, metrics, and performance.
• Build a strong relationship with our third party partner companies.
• Provide weekly and monthly reporting of team metrics for senior leadership.
• Other duties as assigned by management.

If you’re a motivated, make-things-happen kind of individual, then we want to hear from you today!  Please send us your cover letter and resume for consideration.