Senior Manager, Customer Support

Summary

Join Precisely, a leader in data integrity, as a Senior Manager of a global 24/7 technical support team. You will lead a team of support engineers providing technical support for Precisely products to customers and partners. This full-time, remote position based in the US requires strong leadership, technical expertise, and a passion for customer success. You will manage team performance, improve support processes, and collaborate with cross-functional teams to resolve escalated issues. The ideal candidate possesses extensive experience in software technical support and team leadership, along with exceptional communication and problem-solving skills. Precisely offers a work-from-anywhere culture and opportunities for career development.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

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

Benefits

• Remote work, flexible hours
• Professional development opportunities