About the Team
We are seeking an exceptional support manager, with demonstrable experience building teams, career pathing, leading through change and high growth companies as well as passion for the customer and of course, a sense of humor and ability to build a team everyone wants to work with. Reporting to the Director of Global Support, this individual will work closely with our Customers, Customer Success Managers, Client Engagement Managers, Sales, Product Management and Engineering and provide feedback and influence leadership on ways support can enhance customer experience.
The Role
This Manager is accountable for building and leading a team of Technical Support Engineers who serve our customers, manage escalations, mentor and provide assistance to the rest of the support organization as well as lead with bug identification, release rollouts and partnership with engineering. This position is an integral part of Outreach’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.
Location: This person will need to work PST hours regardless of location.
Your Daily Adventures Will Include
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Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams
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People management responsibilities, including recruiting, career development, performance management
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Identify patterns and trends in tickets to resolve issues holistically
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Manage daily incoming workload and backlog
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Work directly with customers on escalations, manage expectations, internal and external communication and be a resource and guide for TSEs ensuring an optimal and timely resolution.
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Root cause analysis
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Advocate/manage needed changes in product
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Manage to KPIs, including quality, process and procedures
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Lead the TSE team in mentoring and coaching the rest of the Support team
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Partner with engineering and product management to manage critical situations and incidents proactively and reactively
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Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours
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Champion customer issues within the organization to build the best customer experience
Our Vision of You
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Minimum 3-5 years experience in managing IT or Support organizations
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BS degree in Engineering, Computer Science or related field
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Demonstrated considerable understanding of enterprise software implementations and SaaS technologies
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Experience using and implementing AI best practices
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Experience managing up to ensure executive teams are aware
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Expert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions.
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Proven track record of mentoring other Support leaders
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Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions
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Demonstrated ability to translate complex customer needs into actionable/attainable plans
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Ability to attract, retain and develop a high-performing team of highly technical Support Engineers
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Strong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others.
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Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives results
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Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
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Ability to synthesize data and analytics to formulate sound program objectives and goals
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Passion for building diverse teams and providing an inclusive environment
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You embody our core values. We are Trusted Advisors, We Win as One Team, We Take Ownership
