Conga Technical Support Team is hiring! We are looking for talented and experienced individuals like you to join us as we continue our amazing revenue operations growth journey. We have a dynamic culture that encourages entrepreneurship and teamwork. Take a minute to read and listen to our CEO Noel Goggin. Our product strategy is compelling and led by Grant Peterson. We continue to grow both organically and by acquisition. You might want to read about our deepening artificial intelligence (AI) and machine learning (ML) capabilities. We have offices around the globe and significant remote work force. Check out our cool Broomfield, Colorado office - where this role will be based out of!

ABOUT CONGA/APTTUS

Our new company (Conga) was created on May 7, 2020 with the merger of Conga and Apttus. The combining of these two companies creates a leader in mission-critical business process solutions, allowing both small and large companies to modernize their business processes.

Together, the new Conga is poised to provide the most complete offering in the market to digitally transform the foundational elements of business -- documents like quotes, contracts, and the processes that surround them -- to achieve commercial excellence.

ABOUT OUR VALUES - THE CONGA WAY

A successful candidate will embody the essence of a Conganeer through demonstration of critical behaviors of The Conga Way:

• Embracing an Entrepreneurial Spirit
• Achieving Together
• Championing the Customers

The Conga Way is a core element of the Culture and Talent focus at Conga. This philosophy shapes the personality of our organization, defines how we show up every day, and provides clarity about how we work together.

ABOUT THE ROLE

The Manager of Technical Support is responsible for ensuring the success of our customers by effectively managing a team of Individual Contributor (IC) support engineers and associated support projects and processes. This role involves managing case assignment and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

Responsibilities:

• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Assist direct reports in the attainment of individual goals.
• Ensure that direct reports have the resources information, and processes necessary to deliver effective technical solutions to our customers.
• Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.
• Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
• Manage workflows and schedules for direct reports and ensure adequate workload coverage.
• Perform key activities such as case reviews, and customer feedback analysis.
• Advocate for customers and define ways to continually add value to the customer experience.
• Serve as a manager, mentor, knowledge resource, and escalation point for employees; Build credibility and trust within the support group.
• Onsite presence in Broomfield, CO

Experience/Skills Required:

• Minimum of 3 years managing technical support professionals
• Experience with support tools and phone systems
• Excellent written and verbal communication skills
• Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, Customer Success, Quality Assurance, Program Management, and Product Management
• Ability to understand and escalate issues efficiently and appropriately
• Demonstrated strong work ethic and advanced organizational skills
• Ability to develop and deliver creative business solutions for complex problems
• Ability to effectively work with tight schedules and fast paced environment

Nice to have:

• Ability to attract, hire and retain high-performing support professionals
• Functional or technical salesforce.com application knowledge
• Experience managing Developer Support teams
• BA or BS Degree

Come join our growing team! You'll have great opportunities to grow, learn and make an impact. We move fast, act decisively, and celebrate our progress along the way. We offer a fun and casual environment, great benefits, and a team to help you be set up for success.

In the spirit of the Conga Way, we strive to communicate openly about our compensation programs. They’re intended to be competitive, equal, fair and free of any type of discrimination, clear, and easy to understand. ​So, in keeping with this approach, we’re committed to delivering a generous compensation and benefits package to all colleagues worldwide. The first component of that package is compensation and, generally speaking, base pay is determined by market location for each role. The following information is provided in accordance with the Colorado Equal Pay Act. The general salary target for this position in Colorado is $ 104,071 per year. However, the base salary offered may increase (or decrease) depending on the candidate’s job-related knowledge, skills, and experience. In addition to base salary, Conganeers receive a full range of perks and benefits, including financial, medical, and dental insurance. We also fund an annual bonus program, with payout based upon annual corporate performance and individual performance

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