Navis / Xvela Customer Support Manager - Northern Europe in Netherlands

Navis is the global market leader in building and implementing terminal operating systems and optimization solutions for ports around the world. From Long Beach to Hong Kong, Dubai to Brazil, and Rotterdam to Busan, Navis delivers enterprise software that is at the heart of running a terminal and services to optimize operations. Navis’ latest projects involve advanced algorithms, new web technologies and application development that are leading the way in automation and optimization in the industry and will drive the future of supply chain operations.

The Customer Support Manager plays a key role in our EMEA Customer Support organization. The manager will lead a team of Support Engineers handling customer support cases and will serve in a Player/Coach capacity. The manager will be expected to own customer relationships and drive both his/her organization and the broader Support organization towards improved service and customer satisfaction. The Manager’s team is built on regional and functional skill set considerations which results in a cooperative engagement between regional and global teams. The Support Manager will need to work across groups within Navis (Product Management, Account Management, Engineering, other) in the process of prioritizing cases and scheduling releases and updates to clients. The Manager will serve as the primary conduit between his regional or functional team and the broader organization.

The Customer Support Manager will make sure that each team member achieves minimum metrics as defined in the support process and will enforce efficient efforts in terms of quantity and quality. The Support Manager will play a key role in assisting the overall group in meeting corporate objectives by providing direction to employees according to corporate policy and management guidance.

In addition, the Customer Support Manager will directly deal with regional or assigned customers and will handle escalations, particularly high-priority or time critical events. The manager will deploy ad hoc teams of Support Engineers to focus and resolve these situations as needed.

This position reports to the head of Customer Experience for the EMEA region.

Other responsibilities include:

  • Manage assigned Support Engineers. Hire, retain, motivate best and brightest employees

  • Responsible for providing positive Customer Experience for all accounts and client engagements

  • Maintain systems/processes (SFDC, Jira, Confluence), ensure efficient Support Case Flow and manage exceptions

  • Contribute to the development, measurement and monitoring of Support Metrics, assure compliance to successfully achieve Departmental goals and deliver world class services

  • Attend weekly core team meetings to assure support compliance with Go To Market schedule

  • Communicate with assigned Customers to provide status reports, updates related to urgent or critical situations.

  • Deal with support quality problems on an individual basis. Perform root cause analysis and design seamless process for corrective action plan

  • Engage and partner with other groups within Navis in programs to ensure quality and support readiness

  • Work collaboratively with other Support Managers to ensure consistency of process methodology and best practices

  • Education: BS in technical field (engineering, CS, etc.) or business.

  • Experience: 5+ years customer support or services for a technology organization, inclusive of 3+ years managing a Technical or Customer Support function or an equivalent Field Operations leadership role. Preferably experienced with complex/mission critical/industrial software applications. Knowledge of the marine terminal industry, experience with Terminal Operating Systems, and/or experience in the supply chain execution space is a strong plus.

  • Communication Skills: Excellent oral/written/presentation communication skills demonstrating strong leadership, management and executive presence. Ability to rapidly establish rapport and develop effective business relationships internally and with customers. Dutch language fluency is required.

  • General Management Skills: Tactical and strategic thinker that is results oriented, customer focused, and quality and cost driven. This position requires excellent project/time management skills and the ability to multi-task while managing competing priorities.

Requisition Number: 2017-2162

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