Association Analytics, the leading analytics solution provider in the association space is looking for Manager of Customer Support to join the Client Success Team. The Client Success Team is accountable for providing customer support to our clients as well as on"A' time, within"A' budget delivery of all product development and product implementation projects.The Manager of Customer Support is responsible for providing excellent customer service and resolving all customer issues. A solid technical background combined with customer service experience is essential. The manager of support should have excellent communication skills and relish delivering results. You must be customer-focused, organized, and driven by problem solving.AREAS OF RESPONSIBILITYEnsure customer service is timely and accurate on a daily basisSet specific customer service standardsContribute to improving customer support by actively responding to queries and handling complaintsEstablish best practices through the entire technical support processFollow up with customers to identify areas of improvementDevelop daily, weekly and monthly reports on support productivityCreate and maintain documentation as neededPREFERRED SKILLSBachelor's Degree in Computer Science or related fieldProven work experience on high performing support team in the technology industry (preferably SaaS)Hands on experience with help desk software (Jira preferred)Solid technical background with an ability to give instructions to a non-technical audienceCustomer-service oriented with a problem-solving attitudeExcellent written and verbal communications skillsResource management and planningTechnical Skills beneficial: SQL, Relational Databases, PowerBIKnowledge of AMS and Database SystemsSelf-starter and ability to thrive in a fast-paced start-up environment