Maintains customer satisfaction by identifying problem-solving resources, managing staff, owning incident escalation and removing barriers to maximize case response and closure rates.  Candidate will manage escalated support issues communicating internally and externally with updates, resolution and retrospectives with an eye towards closings gaps and continuous process improvement.

 Core Functions

• Achieve customer support objectives: contributes and recommends customer support information to strategic plans and reviews; prepares and completes action plans; implements customer-support standards; resolves problems; identifies customer service trends; determines system improvements; implements change.
• Accomplish customer support human resource objectives: recruits, selects, orients, trains, assigns, schedules, coaches, counsels, and disciplines employees; communicates job expectations; plans, monitors, appraises, and reviews job contributions; plans and reviews compensation actions; enforces policies and procedures.
• Provide oversight on customer issues exceeding standard intervals or customer expectations and appropriately prioritizing within the team heading off potential escalations before they happen.
• Focus on day to day tactical issues improving efficiency.
• Maximize customer operational performance: provides help desk resources and technical advice; resolves problems; disseminates advisories, warnings, and new techniques across the company; detects and diagnoses broader scale platform problems.
• Provide feedback into the Sales and Service Delivery processes on items not flowing smoothly into customer support process.
• Provide feedback to the Product and Engineering teams on changes, common application errors by customers or internal resources with a focus on improving the usability of the platform.
• Represents department in meetings with cross-functional teams.
• Manage off site support team.

Skills and Abilities:

• Passionate about providing the best possible levels of customer service and have proven experience of motivating and driving performance improvements within a team.
• Ability to correlate individual issues into larger platform related problems
• Ability to effectively communicate scope of issue and path to resolution to all levels within customer organizations
• Establish and maintain effective working relationships across teams
•  Strong communication skills, both written and verbal, with proven ability to make effective presentations
• Effective organizational and planning skills with attention to detail and follow through
• Ability to manage and deliver on customer expectations
• Effective at supervising, leading, and delegating tasks
• Experience working with Salesforce or similar CRM tool-building and generating reports and dashboards in order to help drive business decisions
• Ability to analyze data and follow through with actions in a way that drive performance improvements.
• Ability to identify negative trends based on metrics and implement corrective actions
• Ability to identify and articulate gaps in the service delivery process where process change or system enhancements can be made to improve the customer experience

Education:

•  Bachelors degree in related field

Work Experience:

•  4+ years of experience managing a technical customer support team/organization with a focus on SaaS application support
• Command line experience working within a Unix or Linux environment
• Data analytics or data integration with video is a plus
• Hardware & software technical support experience.