Sr. Manager, Enterprise Support

About the Role:

The Sr. Manager, Enterprise Support  is a critical component of the Support leadership team at Motive.  This leader will oversee and evolve our Enterprise Support team who serves our Motive largest and most strategic accounts, delivering world class , white glove service enterprise support. The Sr. Manager will work closely with Product and Engineering as well Customer Success and Sales.  The product is complex as Motive has multiple hardware products, interacting with a mobile app and web dashboard. A strong candidate will need to be very comfortable diving into technical issues, translating Engineering jargon, mentoring both hardware and software support engineers, while putting the customer’s experience at the forefront.

What You'll Do:

• Lead the Enterprise Support team, its technical support engineers and managers as a highly efficient self-reliant organization, focused on delivering outstanding customer experience and outcomes
• Ensure any escalated issues are resolved quickly and with high customer satisfaction, and engaging with customers when needed
• Build a strong partnership with Product and Engineering to raise issues quickly and fix/address long-standing and urgent issues, as well as improving the overall Product experience
• Drive continuous improvement of CSAT and service levels through accountability, enablement, tooling, building processes and more
• Provide leadership through coaching, feedback, development/growth goals, and performance management across multiple locations and specialties
• Ensure proactive communication with the rest of Support, Product, Engineering, Customer Success and other relevant teams on metrics, changes, updates, etc.

What We're Looking For:

• 5+ years building and managing technical customer support teams, preferably in the SaaS space
• Proven leadership in supporting Enterprise and Strategic customers, delivering white glove care
• Technical background: science/engineering degree or equivalent experience
• Passion to help customers through simple and repeatable means
• Data driven with excellent analytical and problem-solving skills
• Ability to handle both strategic thinking and tactical execution.
• Comfortable working in a fast-paced environment
• Detail oriented and well organized
• Can communicate complex issues/processes with simplicity
• Well versed with customer support trends
• Ability to lead change and be comfortable with ambiguity
• Experience with Salesforce Service Cloud a plus
• Business hours are Pacific Standard Time (PST)
• To be on call 24x7 (on occasion)