Technical Support Manager

Act-On is a leading marketing automation company servicing thousands of customers worldwide. We are a challenger, a rebel, and a changemaker in the martech space, looking for people who question the status quo. Joining Act-On means having a real opportunity to make an impact in your work in addition to a supportive, fun and authentic culture. We are looking for a people-first Technical Support Manager. The ideal candidate thrives in a customer focused environment and has experience leading customer-facing teams who can provide coaching and feedback. This role offers the opportunity to lead a global support team and to influence our product offerings through partnerships with the Engineering and Product teams.

What You'll Be Doing:

• Support and drive a customer centric culture while ensuring employee well being
• Provide coaching and identify learning opportunities for new tech support employees
• Review workforce management to ensures targeted customer SLA's are achieved
• Establish relationships with additional teams such as product, engineering and customer success.
• Personally work on issues where analysis requires an in-depth knowledge of organizations objectives
• Coordinate personnel schedules, address team member performance concerns and work well with other Support and Success managers to enhance customer relationships and standardize mutual process
• Review and recommend changes to policies affecting all support department levels and ability to delegate responsibilities to ensure all objectives are achieved
• Frequently interact with senior management across departments and ensure a mutual understanding of support goals and philosophies
• Identify, drive and implement metrics and/or SLAs and ensure team members appropriately understand how they impact the customer experience

Who You Are:

• Four year degree or equivalent work experience.
• 3 or more years of experience managing a team of technical professionals responsible for implementing or supporting customers, preferably in a SaaS environment
• 3 or more years of responsibility for a front line customer facing function, preferably in a support type role
• Proven track record of implementing strategic policies as well as proven methods, techniques and evaluation for obtaining results

What We Offer:

• Generous Medical, Dental and Vision Benefits
• Flexible time off
• Unlimited access to LinkedIn Learning
• Monthly wellness allowance
• Monthly commuter allowance
• Stock Options and 401k plan with discretionary matching
• Flexible Spending Accounts for health and child care
• EAP access for you and your immediate family
• 3 weeks paid parental leave on top of state paid family leave, (including for fostering & adoption)
• Paid time off to volunteer
• Disability Insurance
• Life Insurance

Compensation:

The anticipated annual compensation for this position will be $103,000-121,000. Compensation packages are based on a combination of factors, including the selected candidate's skills, experience as well as internal and external equity.

Culture:

Our values are active guidelines we attempt to live by every day - Put People First, Be Yourself, Do Your Best (Together), and Make It Better. We are working to ensure that all our people feel seen, respected, supported and connected at work, and we celebrate our differences for all the ways they make us stronger together.

In the spirit of those values and beliefs, we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race or ethnicity, national origin, gender identity or expression, sexual orientation, religion, socioeconomic status, disability, age, or veteran status. If you have a disability or special need that requires accommodation, please let us know.

Don't meet every requirement? Statistics show that women and people of color are unlikely to apply to jobs unless they are 100% qualified, which is rarely the case for anyone. So, let's change that statistic! We strongly encourage individuals from minoritized groups to apply, even if your experience doesn't align perfectly. If this role excites you, we want to hear from you. You might bring the exact talent and perspective our team needs!