Senior Manager Customer Support

Overview:

• The Sr. Manager will be responsible for a team of Support Engineers that provides software technical support for Precisely products to Customers and Partners by phone or email in a global team that supports 24x7x365. The person will also be responsible to technically guide and accountable for minor customer escalations. S/he possesses a good knowledge of the company’s products and other applications used by our customers and partners.
• This full-time position is remote, based in the United States. The successful candidate will lead a team of technical staff that have practical and operational knowledge in Precisely products. The candidate must be a fluent English speaker.

What you will do:

• Manage a technical support team to provide best in class support for Precisely products.
• Set clear objectives, evaluate progress and instill a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.
• Set-up, manage and improve standards and procedures within the team to ensure working practices are well defined and operational with minimal disruption
• Use technology to improve efficiency as appropriate to manage the team and individual performance, technical and skills development
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
• Ensures consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Support) in the workflow.
• Builds high performing teams by attracting, developing and retaining talent. Foster career growth and development for team members with active coaching and feedback
• Cross-functional collaboration and leadership to resolve escalated issues, fulfill customer needs, and proactively improve supportability of products and services
• Lead customer escalations and coordination to resolve issues for critical accounts, including senior management as required
• Help to conduct performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback and CSAT scores.
• Recommends and helps to implement workflow, platform, and support channel improvements to enhance the customer experience and efficiently deliver support.
• Actively engages directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
• Promotes adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• May participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
• Interact with all teams and levels of leadership across Precisely and clients as needed.

What we are looking for:

• At least 10 years of experience in software technical support, ideally with a minimum of 5 years successfully leading an Enterprise technical support team
• Passion for helping customers and team members succeed.
• Time management, critical thinking, and creative problem-solving skills
• Proven team leadership and/or crisis management, in a technical support environment.
• Exceptional verbal, written and interpersonal communication skills
• Ability to collaborate with R&D, Product Management, Channel, Renewals and other internal teams
• Affinity for multitasking with precision
• Constant communication with your team, as a group, and individually
• Capacity to accept and utilize constructive feedback
• Ability to grow and develop your team through continuous support and training.
• Alignment with our company’s values

This position is 100% remote anywhere in the US

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