Customer Support Engineering Manager, West Coast

Duties and Responsibilities:

• Oversee team of up to 10 Customer Support Engineers
• Monitor and oversee Support quality and SLA adherence; including coaching, CSAT follow up, and any optimizations required to ensure quality 
• Ongoing individualized career development 
• Ensure successful execution of the support customer journey for customers
• Collaborate with fellow Sales, Product, and Engineering Managers to ensure a high quality of customer service

Must Have Attributes:

• Self starter: Capable of working with limited guidance given time zone differences
• Ownership: Willing to take ownership to find solutions to and solve problems
• Grit: Determined and driven to ensure success
• Collaborative: Capable of working cross functionally to drive alignment and the right success outcomes 
• Curiosity: Desire to learn new technologies in a complex and challenge technical ecosystem

Idea Candidate Has:

• Prior experience working in a technical role 
• Strong management skills with success in career developmentHighly focused on increasing customer satisfaction and retention
• Ability to manage multiple initiatives simultaneously in a dynamic, fast paced work environment
• Ability to successfully navigate an organization cross functionally including through barriers to ensure customer satisfaction and success
• Experience supporting Enterprise and SaaS applications in a 24x7 support environment
• Excellent written and verbal communication skills in English
• SFDC Experience is a plus