Position filled

Support and Professional Services Manager

Bristol, South West Permanent £45,000 (£35k - £45k, Private Health, Pension)
Job reference GH229 Posted 07.12.2018

Cheesecake Recruitment is proud to be working on a retained basis with Kurve.  Kurve is an exciting new start-up software company specialising in the sales and development of self-ordering solutions (Kiosks) for the Hospitality sector.  With a mission of Order Easy, Eat Happy, Kurve has the objective of delivering the technology and expertise to create a streamlined and immersive self-service solution to our customers.  Our values are innovation and agility bound to a strong engineering base of technical competence.


The Opportunity

This is an excellent career opportunity for a Support and Professional Services Manager working within our Bristol Offices.  Your primary tasks will include designing and implementing the systems into the business that ensures that delivery of our professional services, installation, and support are to the highest standards.  You will be responsible for the targets related to the financial delivery of the backlog of orders for the business on an ongoing basis. You will also be responsible for the quality of support and service post installation, which will be measured in terms of customer satisfaction, and reduction in the ongoing month on month attrition.

You will be working closely with our Board Directors and reporting directly to our COO to drive the delivery of our exciting Kiosk product into the Hospitality marketplace


The Role

  • Team management for Professional Services and Support teams
  • Responsible for Professional Services Billing and management of Sales Order backlog
  • Responsible for Support performance and minimisation of month on month attrition

 Professional Services:

  • Ensuring quality delivery and training of all software installations
  • Manage sales backlog and ensure that monthly billing targets are met
  • Design and implementation of systems for measuring PS time and coordinating billing and customer satisfaction
  • Work with Development, Sales and Financial teams to ensure that cross departmental goals are met

 Support Services:

  • Ensuring that support tickets are answered promptly and efficiently
  • Design and implementation of a support call and asset management system that controls and measures the support process
  • Ensure that there is a measure of the monthly recurring revenue run rate, and of monthly lost customers by reason. (Attrition)
  • Introduce systems to measure that customers are satisfied with the support process


The Person

  • Experience in a professional services role in a software business
  • Experience of a support environment within a software business
  • Technical background in IT important
  • Experienced at a level to really understand the challenges the team are facing
  • Customer facing mentality, experience and disciplined approach
  • Logical and analytical, with a methodical approach to problem-solving

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