Manager, Customer Support

| Greater Denver Area

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

Qualifications

  • 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
    • JavascriptLanguages
    • PythonLanguages
    • D3JSLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • TeradataDatabases
    • LithiumCMS
    • SalesforceCRM
    • OutlookEmail
    • MarketoLead Gen

Location

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

What are Alteryx, Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

Fresh fruit deliveries to our offices. Wellness reimbursement program. Volunteer Time Off.

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