Emric is a full-service partner in lending for banks, finance and leasing companies. Emric offers the market powerful systems to support and optimize the credit decision and administration processes for a variety of financial products, ranging from consumer credit and mortgages to leasing, asset and structured finance. Emric has 200 employees and was founded in 1994.
With their products and deep understanding of the business logic of their customers, they provide solutions that are founded on best practices. The company utilizes end-user experiences from their own service operation by continually adding new customer value and features into their product portfolio. With the specialist skills of the team and ability to embrace the entire financial and administrative value chain, they enable their customers to implement systems for credit management and leasing that are firmly anchored in commercial reality.
The head office is in Stockholm.
Emric is now looking for a Support Manager. As Support Manager, you will lead the support team being responsible for the customer support for all products.
Main responsibilities
• Plan, manage and secure Customer Support of Products and occasionally Services
• Ensure “state of the art” efficiency and performance of the virtual support team (“team excellence” and personnel management)
• Build a flexible support and cost structure with possibility to scale up and down based on business demands
• Continuous improvements in processes and tools in order to optimise support, reduce cost and increase customer satisfaction
• Ensure that agreements are fulfilled according to SLA
• Improve collaboration and governance with other divisions
• Differentiate between support related issues according to contract and chargeable tasks
• Deliver support related statistics to various functions and to customers according to governance agreements
• Monthly KPI reporting
Development opportunities
This is the perfect opportunity for someone with the right background and mindset, who wishes to grow and develop further. You will have ample opportunities to strengthen your competence by working with competent and experienced colleagues, attending relevant trainings, as well as working with interesting customers within the bank and finance sector. In addition, the company is currently in an exciting expansion phase, with a strong vision and strategy.
Qualifications and Personal Attributes
We are looking for someone with 4-8 years of experience of building and leading the customer support organization in a software development company preferable in a business to business environment. You should have relevant education, at a minimum Bachelor’s degree. You are an excellent communicator, especially written communication and like to interact with customers. You have outstanding people and leadership skills, and you easily interact with staff, colleagues, cross-functional teams, and third parties. You should be willing to travel up to 20% of the time.