What You’ll Do

• Leadership of global customer-facing support team
• Monitor success metrics to contribute to overall customer health assessments for customer success and referral.
• Analyze team performance (KPIs) to identify areas of improvement and process efficiency.
• Experience meeting SLA requirements (internal and external)
• Customer survey (CSAT) management and analysis
• Serve as a point of escalation for support issues affecting the entire customer population.
• Engage in process optimization, including technology improvements, process improvements, and solutions to improve support team performance and efficiency.
• Oversee team progress in training on current product features, functionalities, and best practices.
• Gather and analyze support data to inform business decisions and contribute to the product roadmap.
• Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Focus on the client’s perspective when interacting with internal and external clients.
• Lead and mentor team members
• Engage daily with customers at the executive level on key escalations and top issues.
• Understand and continue to learn the product and industry space.
• Participate in the hiring process and assist in screening candidates.


Skills
• Ability to explain complex issues in a simplified format (written and verbal)
• Ability to be flexible and adapt to the ongoing environment of change.
• Ability to understand and interpret the business environment including customer needs.
• Analytical ability to examine, interpret, and synthesize complex information and data sets to derive meaningful insights, identify patterns, and make well-informed decisions. 

What Make’s You A Great Fit

• Associate degree or equivalent work experience.
• 5+ number of years as a people leader.  Proven track record of enhancing team performance and productivity through targeted skill development, and coaching.
• 10+ years of customer service and customer support experience with a significant focus on team leadership and development that includes:
• Proficient knowledge of Support Management best practices
• Proficient in Zendesk, Jira, and common support applications
• Experience managing a remote workforce
• Communication skills (presentations, phone, email, written)
• Facilitating business meetings (agenda, teleconference, Microsoft TEAMS, Zoom)
• Time management and prioritization of workload
• Critical Thinking, Creative Problem Solving, Strategic
• Experience with managing workload using a ticketing/case management system.
• Understanding web service application architecture and experience troubleshooting complex API issues.
• Experience with Identity Provider Single Sign-On integrations (i.e. OKTA, Azure, Ping), MFA, and SQL databases.
• Knowledge of software development cycles and agile project management
• Experience collaborating with Product and Marketing teams to communicate feature improvements to customers.


Preferred
• Understanding of SAP ABAP (Advanced Business Application Programming).
• IT, Engineering, or Programming background


Other
• Up to 10-15% of travel required