Senior Manager, Support

Company Description

About Us:

Insightsoftware is a growing, dynamic software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At Insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

Job Description

Job Summary

We are seeking an exceptional candidate to join our team as a Senior Support Manager The ideal candidate will have a proven and consistent record of leading support teams and fostering collaborative relationships with various cross-functional departments, including Support leadership, Engineering, Product, Success, Services, Documentation, and Business Technology (BT). The successful candidate will be highly organized, an effective communicator, and possess a proactive and innovative approach to problem-solving. As the Senior Support Manager, you will play a pivotal role in driving excellence, overseeing strategic initiatives, and ensuring the delivery of unparalleled support services to our valued clients.

 Responsibilities

• Own and drive Technical Support outcomes, efficiency, and KPIs
• Facilitate operational improvements that streamline processes, leverage automation, eliminate inefficiencies, and enable scale.
• Represent thought leadership in the global support organization
• Build an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
• Mentor team members provide customer-centric support that solves the problem, considering customer preferences, troubleshooting methodology, call handling skills, and proactive diagnostic techniques and guiding customers toward self-serve support options. 
• Identify training topics and schedule continuing education focusing on career development and upskilling.
• Leadership and management of the Technical Support team, including resource management, hiring, mentorship, and performance management.
• Review and respond to customer feedback from surveys and other sources and act on feedback to resolve issues permanently.
• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
• Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.
• Keep informed of product plans and schedule training for Technical Support.
• Analyze Customer trends and adopt knowledge-centric support standard processes.
• Drive a close engagement with Engineering Teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers and enhancements.
• Proven track record of building Center of Excellence (CoE) in India

Qualifications

Preferred Qualifications & Skills:

• BS or MS in Computer Science, or equivalent experience.
• 10+ years experience in a technical support environment, handling highly sophisticated software issues.
• 5+ years at the management level, leading managers in addition to individual contributors, to support large enterprise customers.
• Previous experience advising and increasing the benefits of collaborating with global teams.
• Practical experience handling multiple support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities.
• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a global Support organization
• Must be capable of dealing confidently and professionally at executive level internally and with customers.
• Consistent track record to lead sophisticated processes and drive continuous process improvement.
• Excellent project management skills, including demonstrated ability to run projects across teams where influencing skills are required.
• Ability to respond to high-profile, high-impact customer/product partner concerns in a way that drives customer happiness.

Additional Information

All your information will be kept confidential according to EEO guidelines.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)