Named Support Manager

As the most trusted global leader in data-first contract lifecycle management (CLM) software, Agiloft helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust Agiloft’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle.

Top analysts like Gartner, Forrester, and IDC agree, all showing Agiloft as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why Agiloft is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations.

We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.

Position Overview

You will be a leader for our Named Support team, which is responsible for supporting our most strategic customers who have selected our Platinum Support offering. This team is designed to deliver the highest level of service by building relationships with their customers and expertise in their environments, handling technical customer support for our product by phone, web, and email, and working with developers to resolve critical issues in a timely manner. Your main tasks include building out the Named Support program, supporting the growth and development of your team, and addressing cases escalated to you by your team or their customers.

The role will entail helping to define and implement processes, procedures, and work instructions for the Named Support Engineer role, with the goal of building a scalable program which ensures the satisfaction of our most critical customers and proving the value of the Platinum support offering.

The ideal candidate has a strong background in enterprise customer support, a track record of delivering world class support experiences, and clear leadership skills.

Job Responsibilities

• Establish best practices for the Named Support team to follow which result in reliably elevated support experiences
• Assist with individual issues – including documenting issues, filing and following up on customer problem tickets.
• Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
• Follow all ticket SLA and notation departmental guidelines
• Become knowledgeable about Agiloft and products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel and Salesforce
• Have regular meetings with team members to provide coaching & mentoring
• Assist in hiring, onboarding, coaching and performance managing your team
• Document development feedback for the team for use in year-end reviews
• Assist Director of Customer Support with other duties, as assigned

Required Qualifications

• 5+ years of Customer Support, Technical Support, or Customer Success management experience for an enterprise support organization
• Expertise in customer experience with a proven record of developing customer-facing strategies to drive customer satisfaction and retention
• A customer-centric mentality, the ability to empathize, prioritize, and drive resolution for customer issues
• Proficiency in business process innovation and improvement
• Experience in successfully building and leading diverse teams
• Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program.
• Excellent trouble-shooting and analytical skills, desire to solve problems and make things work.
• Excellent written and verbal English communication skills.
• Ability to manage multiple tasks and set appropriate priorities.

Preferred Qualifications

• Experience in building out and driving effective expectations for a premium support team
• Proven ability to influence and drive results across department lines without formal authority
• Experience with enterprise Java preferred
• Experience with Linux server background preferred
• Virtual Machine management experience a plus
• Experience with database concepts, web-based technologies, and operating systems.

Ensuring a diverse and inclusive workplace is our priority. We are committed to an environment of acceptance where you are free to bring your full self to work. All employment decisions at Agiloft are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, national or social ethnic origin, sex, age, sexual orientation, gender identity and/or expression, parental status, marital status, Veteran status, or any other status protected by the laws or regulations in the locations where we operate. If you have a need that requires accommodation during the recruiting process, please let us know by contacting Director, Talent Acquisition, Brad Toothman at [email protected].

Applicants from underrepresented groups such as minorities, veterans, or individuals with disabilities encouraged to apply.

Applications will be reviewed as submitted. There will be no application deadline for this opportunity.