Senior Manager, Technical Support

| Seattle
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The Role

 

The Senior Manager, Technical Support is a new role on the Outreach team and will provide incident and escalation management for technical and account escalations. Reporting to the Director of Support, this role will work closely with our customers along with Outreach’s Customer Success Managers, Client Engagement Managers, Sales, Product Management and Engineering teams. The Senior Manager, Technical Support will lead a team of Technical Support Engineers and/or Customer Support Representatives.

 

The Senior Manager, Technical Support is an integral part of Outreach’s long-term relationship with its customers and this role will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast-paced environment.

 

About The Team

 

When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include

  • Developing and leading a high performing support team
  • Providing enterprise-level, world-class customer support, and servicing customers and internal teams
  • Creating and managing performance metrics and Key Performance Indicators KPIs) to drive continuous process and service improvement
  • Enhancing and managing the support infrastructure to provide greater self-serve for customers, including but not limited to the knowledge base and support portals
  • Partnering with Engineering to drive supportability and operationalization in the Outreach suite of products and increase customer retention and satisfaction
  • Partnering with delivery services teams to ensure smooth transition of accounts, and promote implementation and operationalization best practices
  • Being an innovative thought leader in Customer Success, with a maniacal focus on customer experience
  • Managing service vendor relationships

Basic Qualifications

  • 5+ years experience in managing IT or multi-tierd Support organizations
  • Previous experience as a manager of direct reports
  • Ability to attract, retain and develop a high-performing team of direct reports
  • Bachelor’s degree or deep, relevant equivalent experience
  • Demonstrate considerable understanding of enterprise software implementations and SaaS technologies
  • Proven experience managing escalated accounts and driving incident, problem, and escalation management to successful resolutions
  • Ability to apply logical problem solving and communication skills in a support environment, particularly when confronted with time-sensitive issues that require difficult decisions
  • Ability to work and communicate effectively with executives, both internally and externally
  • Strong relationship building skills, excelling in effective and persuasive presentation of concepts across many communication settings
  • Demonstrated ability to translate complex customer needs into actionable and attainable plans
  • Demonstrate customer obsession and excellent stakeholder expectation management
  • Strong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others.
  • Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives results
  • Comfortable challenging the status quo and questioning existing practices
  • Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
  • Able to synthesize data and analytics to formulate sound program objectives and goals
  • Proactive self-starter
  • Proven ability to manage ambiguity and a preparedness to take on what is necessary to get things done
  • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

 

Relevant experience in a high-growth startup technology company

· Master’s degree

 

You have experience with the technologies we use, including…

· Outreach

· Gmail

· Jira

· Zendesk

· Salesforce

· Exchange

· Slack

· Tableau

 

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Unlimited PTO (and people actually use it!)

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen

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Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

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