Customer Care Manager

Forward Networks is revolutionizing the way large networks are managed. The Forward Enterprise platform delivers a vendor-agnostic "digital twin" of the network, based on a mathematical model. The platform scales to support hundreds of thousands of network devices, whether cloud, hybrid cloud, or on-prem. It serves as a single source of truth for the network, enabling network operators to instantly verify security posture, accelerate troubleshooting, avoid outages, and modernize network management.

Over the past few years, Forward Networks has received tremendous industry recognition, including “Cool Vendor in Enterprise Networking” by Gartner, “Product of the Year” by Cloud Computing, “Enterprise Cloud Computing Software of the Year,” and has been named to Fortune’s 2022 “Best Workplaces in the Bay Area” list.

The company was founded by four Stanford PhD graduates who saw a massive opportunity to improve network operations. Investors include Andreessen Horowitz, Threshold Ventures, and Goldman Sachs.

Forward Networks is looking for a Customer Care Manager.

• Do want to create a category and help build a special company?
• Join a company that has been in market 5+ years and has some of the top Federal agencies and F500/Global 2000 already buying and referenceable.
• We are building a special team and hope you consider us if you want to have the experience of changing the networking world as we know it. 

What you’ll do:

As a Manager, Customer Care you will be responsible for building and leading a world class post-sales technical team providing outstanding technical leadership to our client base.

Responsibilities:

• Overseeing Customer Care Operation.
• Building and leading a team of Customer Care Engineers and Escalation Engineers.
• Ensuring Customers' technical issues are promptly resolved and meet SLAs
• Maintaining and ensuring a high customer satisfaction score
• Be adaptable to situations that demands a player-coach role

Requirements:

• S. Computer Science or equivalent educational experience
• 7+ years of customer facing experience support role for a networking or a SaaS company
• 3+ years leading a support organization

Experience:

• Good understanding of Networking, Cloud and/or Security fundamentals.
• Understanding of network monitoring and other operational tools and practices.
• Experience supporting multiple large enterprises, service providers or Governmental agencies.
• Strong verbal and written communications skills
• Experience as a leader running support organization
• Experience building support teams, developing, updating support policies and procedures.
• Experience in identifying and deploying relevant support tools, developing CSAT framework.
• Experience using data and metrics to drive improvements.
• Experience owning program strategy and communicating results to senior leadership.

Highly Desired:

• Vendor certification (CCNP,JNCIA,JNCIS,AWS CSA Associate etc.)