Global Client Support  |  Lexington, KY

Manager, Client Support

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MRI Software is a leading provider of innovative software solutions for the Global Real Estate industry. We are currently seeking a Manager, Client Support to join our team!   This individual will manage a team of Software Support Analysts who are responsible for responding to and resolving customer inquiries involving MRI Software modules. Management of the team will include measuring the performance of Analysts against established benchmarks, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve Analyst performance. Client Support Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.

Essential Functions:

  • Manage the performance of team against all established Client Support benchmarks and metrics
  • Participate in the escalation process including working with clients and other MRI departments to resolve client cases
  • Conduct regularly scheduled team and one-on-one meetings with your direct reports to address analyst issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
  • Develop and implement tactical plans for achieving strategic initiatives
  • Perform monthly case quality audits of direct reports
  • Evaluate and provide mid-year and end of year performance reviews for direct reports
  • Assist in implementing training plans for direct reports and identify areas for analyst development
  • Performs other duties and responsibilities as assigned

Founded in 1971, MRI Software is a leading provider of innovative real estate software applications and hosted solutions. MRI’s comprehensive and flexible technology platform coupled with an open and connected ecosystem meets the unique needs of real estate businesses—from property-level management and accounting to investment modeling and analytics for the global commercial and residential markets.

Skill Requirements

Knowledge, Skills, Abilities:

  • Excellent interpersonal and professional communication skills, both verbal and written
  • Strong time management and organizational skills
  • Proven ability to lead a team to achieve operational goals
  • Excellent problem solving, leadership, and coaching skills
  • Ability to work as a member of a team and cross-functionally

Training & Experience:

  • Previous supervisory or management in a customer service environment experience required
  • Customer service experience preferred
  • Inbound support center experience preferred

Based outside Cleveland, Ohio, MRI Software is a global company with offices in the United States, Canada, Australia, Hong Kong, Singapore, South Africa, and the United Kingdom. Technology has changed over the years, but we pride ourselves on staying true to the original vision of our founders.

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