Company Description

Conga’s suite of solutions creates more efficient organizations by simplifying and automating data, documents, contracts and reporting. As the provider of the #1 paid application on the Salesforce AppExchange, we have more than a decade of experience increasing the value of the Sales Cloud by removing systems and process pain points that impede the customer lifecycle. Our 8000+ customers are passionate about our platform and support giving us 5 stars on the Salesforce AppExchange.

Conga offers a fast-paced, dynamic environment for professionals looking to help build and enhance a seamless customer experience. Our top of the line product suite, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success. We offer competitive compensation and benefits, including 100% paid health insurance for employees, 401k plan, generous PTO schedule, and lots of additional perks!

Job Description

The Technical Customer Success (TCS) Manager role is critical to the overall success of Conga, its customers and partners. At the core of this position is the ability to empower, mentor and develop a team of technical customer success individuals. As ‘Five Star Value’ is a value of Conga’s, we expect this leader to embody exceptional customer service to their team, to the company and to its customers.

The position is based in our Broomfield, CO office but will be responsible to oversee a small team in Orlando, FL. Occasional travel is required to other offices and participation in industry events.

 Responsibilities:

· Ensure targeted service and performance standards are achieved or exceeded

· Serve as an escalation point for the Business Analyst team

· Define and execute tactical plans and initiatives to exceed customer satisfaction

· Define and implement initiatives to increase TCS team satisfaction that will be realized in low/no attrition and    higher productivity

· Oversee the case queue to ensure responsiveness and correct handling of cases

· Ensure proper communication is used and case management process is followed

· Manage the team schedule rotation and coverage across holidays and weekends.

· Coach the TCS team members to continuously improve speed and quality of case resolution while enabling      ongoing personal, technical and skill development of the team

· Deal with any cases that don’t have a technical solution

· Influence the development of the TCS organization and lead the implementation of such improvements in the    Americas TCS team

· Provide leadership by projecting a positive attitude

· Provide data and reporting of KPIs and trends

· Participate in other projects and initiatives as assigned by management

· Prepare monthly reports on Americas TCS team performance

Qualifications

Knowledge, Skills and Experience:

· 2+ years of experience leading technical support teams

· Strong technical background

· Previous experience with process improvement

· Demonstrated interpersonal skills including, mentoring, coaching, presentation skills and the ability to interact    with colleagues at all technical levels

· Strong time management skills and attention to detail

· Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities

· Impeccable oral, written and interpersonal communication skills

· Excellent service-driven customer-focused skills

· Experience with working with all levels of an organization and presenting to senior leadership

Additional Information

All your information will be kept confidential according to EEO guidelines.