Manager, Customer Support at Alteryx, Inc.

| Greater Denver Area
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The Manager, Customer Support role focuses on the management of key operational processes, support and enablement of customer and user set up and optimization with Alteryx.  This role will lead a team of Customer Support Engineers that provide front line customer support for the Alteryx products and solutions.  The Support Manager serves as a primary escalation liaison between Alteryx customers, front line support and internal groups such as Development, Sales and Services.  The manager also develops, manages and leads continuous process improvement strategies and initiatives to further the customer experience (CX).  The manager will develop, implement, and maintain Global Customer Support (GCS) policies, procedures, and training / adoption /onboarding plans to ensure the highest levels of employee satisfaction (EX).


Essential Responsibilities

  • Manage a team of local and remote support engineers, assigned to specific product solution sets.  Utilize available measures of case management and ensure consistency.
  • Assist with resource management by collaborating with HRBP and recruiter, interviewing and assessing suitable candidates to recommend appropriately qualified personnel.
  • Ability to carry out assigned responsibilities for formal Goal Setting and annual Performance Management, including measurement and appraisal of employees, as well as promotion recommendations.
  • Demonstrated ability to evaluate individual and team training needs and collaborate with appropriate business owners to enable training or development opportunities.
  • Ensure effective communications with each direct report via 1:1 meetings (weekly), team meetings and larger more strategic sessions with cross functional groups/individuals as needed/applicable.
  • Ability to effectively delegate as necessary.
  • Work and collaborate with internal and external stakeholders
  • Ensure customer service excellence and guaranteed response times (SLA) by actively monitoring support cases queues (WebEx)/Phone calls (Inside Sales) and ensuring all request are responded to, and resolved in, a timely and comprehensive manner
  • Ability to champion change, inspire a shared vision and promote key values. Able to operate effectively in a highly changing/growing environment.
  • Ensure there is 24x7x365 coverage for all channels of support


Core Competencies

  • Business acumen
  • Performance management
  • Salesforce (SFDC) CRM and Chat
  • WebEx
  • RingCentral (phone)
  • Leadership & Collaboration with cross functional teams
  • Strong analytical and problem-solving skills along with excellent written and verbal  & presentation communication skills
  • Relationship building skills (internal and customer centric)
  • Project leadership/coordination skills


  • At least 5 years of leadership experience (both local and remote teams)
  • Bachelor’s Degree strongly preferred.
  • Strong performance management required – ability to hold teams accountable.
  • Ability to understand and drive metrics required. Must analyze scorecard metrics (Salesforce, Lithium, KCS) and customer feedback to identify support process and product quality improvements.
  • Strong business acumen required.
  • Ability to review workload requirements and performs workload distribution management to meet issue volumes.
  • Ability to serve as manager for on-duty during afterhours on-call support (rotation).  
  • Ability to ensures problems and cases are escalated timely to appropriate personnel/services areas for follow-up, testing and troubleshooting.
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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • D3JSLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • TeradataDatabases
    • LithiumCMS
    • SalesforceCRM
    • OutlookEmail
    • MarketoLead Gen


Right at the entrance to the Interlocken Technology Park, our office is easily accessible from Denver and Boulder, and offers views of the mountains.

An Insider's view of Alteryx, Inc.

What’s the vibe like in the office?

Our culture is casual, but we're driven and work hard! We're empowered to be independent, creative, and innovative. Not only do we care about our platform, but we are deeply passionate about how the work we do impacts the community and our world.


Office Manager

What's the biggest problem your team is solving?

Bringing Alteryx to more people; democratizing our platform.


Team Lead, DX

How does the company support your career growth?

Alteryx walks the walk when it comes to supporting individual career goals. We have so many career planning resources and programs, but what differentiates Alteryx is the way everyone rallies around you to make sure you reach those goals. I've set aggressive career ambitions, plus pursuing my MBA! It's like the whole company is cheering for me.

Emily Singer

Manager, Public Relations

How do you empower your team to be more creative?

I encourage my team members to spend time learning - whether it's joining on-site study sessions to learn more about our product, to participating in Alteryx Academy. I think having a commitment to constant learning and self-improvement allows for creativity to flourish and opens up the doorway to new ideas.


Manager, Product Management Operations

What are Alteryx, Inc. Perks + Benefits

Alteryx, Inc. Benefits Overview

Company Perks & Benefits include:

• 100% company-paid medical, dental and vision benefits.

• Pet Insurance

• Life insurance, disability and accidental coverage

• Paid Holidays, Paid Time Off (PTO) & Volunteer Time Off (VTO per year

• 401k with company match

• Employee Stock Purchase Plan

• Commuter benefits

• Fitness & Wellness reimbursement program

• Bicycles and frisbee golf to rent in office

• Gym and The Hut Restaurant on the first floor of the building

• Yoga monthly and massages weekly

• Happy hours, release parties, and networking events throughout the year

• Fresh fruit delivery, bagels on Thursdays and catered lunch every other Wednesday

• Beer taps and comfortable lounges throughout the office

• Video and arcade games, ping pong, pool table, and shuffle board

• Free form "Innovation Days" and "Learning Days" for self-improvement monthly

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 2 times an employee's annual salary.
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes.
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
We offer $265.00 per month for transit.
Company Outings
Acme Co. hosts company outings Quarterly.
Game Room
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Thursday. Employees get free lunch on Wednesday.
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Upon approval, we offer $5250 annualy for continuing education.
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