Manager, Customer Support

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 99 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

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.

Responsibilities and Duties:

• 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.

Requirements and Qualifications:

• 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.

Preferred qualifications:

• 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.

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