Senior Manager, Customer Support

Intro and job overview:

The Senior Manager will lead a team of Support Engineers who provide software technical support for Precisely products to customers and partners. This global team operates 24x7x365. The Senior Manager will also be responsible for providing technical guidance and handling minor customer escalations. They should possess a strong knowledge of the Precisely’s products and other applications used by our customers and partners. This full-time, remote position is based in the United States. The successful candidate will lead a team of technical staff with practical and operational knowledge.

Responsibilities and Duties:

• 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.
• Other duties may be assigned. 

Requirements and Qualifications: 

• 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
• 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

Preferred Requirements and Qualifications:

• Knowledge of some Precisely products
• Knowledge of Salesforce, Office 365, and Jira

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