Hybrid Manager, Customer Support Manager, Customer Support with verification
Precisely · United Kingdom (Remote) · nan, · Hybrid
About the job
Intro And Job Overview
- The Manager will be responsible for a team of Support Engineers that provides software technical support for Precisely SaaS 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 Europe. The successful candidate will lead a team of technical staff that have practical and operational knowledge in Precisely SaaS products.
- The candidate must be a fluent English speaker. Other European languages such as French or German would be a plus.
- Manage a technical support team to provide best in class support for Precisely SaaS products.
- Set clear objectives, evaluate progress, and install 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 SaaS support 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 SaaS 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 SaaS 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.
- At least 5 years of experience in software technical support, with a minimum of 2 years successfully leading an Enterprise technical support team for SaaS applications.
- Track record of providing excellent Customer Support in a SaaS environment, adjustment of processes and resources to follow the SaaS methodology.
- 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 (SaaS and on-prem).
- Exceptional verbal, written and interpersonal communication skills.
- Ability to collaborate with R&D, Product Management, Channel, Renewals, and other internal teams, such as SRE and DevOps/CloudOps.
- 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
- Knowledge of Data Governance and/or Data Integrity and/or Location Intelligence and/or ETL
- Proven SaaS-centric mindset, ideally with specific certifications
- Knowledge on some of the Precisely products, and utilized platforms
- Knowledge of Salesforce, Office 365, Jira
- Knowledge or understanding of AWS/Azure cloud environments
- Knowledge of Docker / Kubernetes / OCP