Overview:
The Program Manager, Customer Support is responsible for the overall success of the programs necessary to keep the global Customer Support team scalable and efficient. They will manage the work associated with the programs, including delegation of program responsibilities. They will be expected to suggest and propose new programs as needed and to maintain, regularly review, and refresh existing programs to meet the changing needs of the department, the company, and the customers. The Program Manager will define success metrics and document timelines, status, and results for each program.

Responsibilities:
* Effectively represent the global CS department on cross-organizational teams to deliver on organizational objectives
* Act as project manager for current programs including but not limited to New Hire Onboarding, CS/Engineering Escalation Process (SME forum, stand-up calls, escalation follow-up, etc), CS University, Support-owned Inspire initiatives, Product testing, Support-owned Customer Onboarding, Support/Insights partnership
* Empower, enable, and mentor global members of the team to grow and contribute as owners of team initiatives, processes, and programs such as the ones listed above
* Work with Operations Manager to manage and provide regular reporting on key programs and related metrics including timelines, statuses, and results
* Provide ideas and plans for programs that foster development of global team members on all areas including, but not limited to: technical knowledge, troubleshooting methodology, call handling skills, customer communication and diagnostic/questioning techniques.
* Keep informed of product roadmaps and what programs might be necessary to meet changing demands of the global team
* Regular discussions with all levels and regions of the Support organization to ensure the available programs are meeting the needs of the team
* Delivery of or involvement in aspects of each program, to ensure quality and consistency, as well as to stay sharp on department requirements

Qualifications:
* At least 4 years of Customer Support experience
* Proven track record of training and developing talent within a technical field.
* Solid, functional and technical Alteryx knowledge is preferred.
* Excellent written and verbal communication skills.
* Ability to effectively work within a fast-paced environment and against ambitious timelines.
* Demonstrated strong work ethic.
* Demonstrated ability to manage a project from start to finish.
* Demonstrated success leading a project depending on peers and non-direct reports.
* Experience with visualization tools such as Tableau, Qlikview, PowerBI.
* Must be detail oriented, driven to ensure others' technical and personal success.
* Must promote mutual respect, keep the workplace safe and clean and support company safety standards.
* Must comply and adhere to all Alteryx company and department policies and procedures.