Technical Support Team Manager (Implementations) at Skupos

| Greater Denver Area
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Skupos is the data platform for the convenience retail industry. Retailers, distributors, and brands connect to the Skupos network to create value from disparate data. Convenience retail is a long-standing industry with limited technology adoption, but is responsible for more revenue annually than all of e-commerce in the United States. Skupos leverages our massive datasets to build tools that help the industry succeed.
Skupos software integrates at a retailer’s point of sale, generates analytical insights, and automates the inventory and ordering process. For distributors and CPG brands, we provide real-time visibility into consumer purchasing decisions and enable automated promotional discounts at the point of sale. We view our company as revolutionizing a brick-and-mortar industry by bringing cutting-edge technology to physical stores, and helping harness data to create a frictionless connection between millions of people and the products they need.
What We Do
The Customer Experience Integration Support team is responsible for installing Skupos software on customer POS systems.

What You Will Do

  • Manage a team of Integration Support Representatives who handle all Skupos customer software installation cases
  • Work collaboratively and effectively with all relevant stakeholders (BDRs, Sales, Customer Support, Customer Success Managers) 
  • Drive performance of the team’s tasks, activities, milestones, deliverables and timeframes
  • Ensure customer installations are on-time
  • Ensure appropriate resource availability and allocation for customer software installations
  • Mentor, coach, guide and rain the team to be able to handle all software and network configuration issues from customers and the Skupos Sales team
  • Track metrics for the team around SLAs, productivity, projects, etc.
  • Track Customer interactions via Salesforce
  • Define performance objectives and determine acceptable levels of performance
  • Conduct weekly 1:1’s with your team members
  • Help shape Integration Support processes for the future of the company
  • Coordinate with all other customer facing teams on escalation/hand off processes
  • Ensure all customer data is accurate in our CRM 
  • Learn every day and have a ton of fun doing it! 

What You Should Have

  • Bachelor's degree or equivalent practical experience
  • 3+ years of team management experience
  • Ability to set goals, manage and drive the tasks and activities of a front-line team
  • Solid technical background, with an understanding or hands-on experience in a rapidly scaling SaaS organization
  • Salesforce experience
  • Experience effectively collaborating with cross-functional stakeholders (Sales, BDRs, Customer Support and Customer Success Managers)
  • Robust written, verbal and presentation communication skills
  • Ability to get things done effectively and efficiently
  • Strong sense of ownership, accountability and curiosity to learn new skills
  • Consultative skills including project/program management, analytical, problem-solving, pattern recognition and business acumen mindset
  • Excellent time management, communications, decision making, human relations and organization skills
  • Knowledge of accessing API’s through HTTP/HTTPS protocols and the OSI Model (Layers 1-3)
  • Ability to diagnose and configure network settings including multiple network interfaces, IP addressing, subnet masks, default gateways, intranet and internet connectivity

What Makes You A Great Fit

  • Self-starter with the ability to work independently, solve problems and be accountable for customer and business outcomes
  • Proven ability to independently resolve issues and recommend process improvements
  • You have an intense attention to detail
  • You enjoy talking to customers
  • You have a knack for mentoring other employees and helping them reach their potential
  • You’re able to multi-task with ease 
  • You enjoy solving problems 
  • You love to win and are motivated by your own success
  • You want to be part of a team

What We Offer
Competitive salary
Equity
Healthcare benefits
401K
Commuter benefits
Major role in a strong, small and growing product and technology team
Be a part of a key platform of product offerings to the retail convenience store industry
About Skupos
We are a company dedicated to helping convenience stores grow their business by better managing operations, and giving their suppliers tools to drive efficiencies into the supply chain. Skupos allows single-store operators, and Fortune 100 distributors alike to streamline their workflow and automate the supply chain.
Founded in 2016 and headquartered in San Francisco, our mission is to bring the convenience store industry into the digital age by making it easy for everyone to manage, explore, and understand the data that drives their operations.

What You Will Do

  • Manage a team of Integration Support Representatives who handle all Skupos customer software installation cases
  • Work collaboratively and effectively with all relevant stakeholders (BDRs, Sales, Customer Support, Customer Success Managers) 
  • Drive performance of the team’s tasks, activities, milestones, deliverables and timeframes
  • Ensure customer installations are on-time
  • Ensure appropriate resource availability and allocation for customer software installations
  • Mentor, coach, guide and rain the team to be able to handle all software and network configuration issues from customers and the Skupos Sales team
  • Track metrics for the team around SLAs, productivity, projects, etc.
  • Track Customer interactions via Salesforce
  • Define performance objectives and determine acceptable levels of performance
  • Conduct weekly 1:1’s with your team members
  • Help shape Integration Support processes for the future of the company
  • Coordinate with all other customer facing teams on escalation/hand off processes
  • Ensure all customer data is accurate in our CRM 
  • Learn every day and have a ton of fun doing it! 

What You Should Have

  • Bachelor's degree or equivalent practical experience
  • 3+ years of team management experience
  • Ability to set goals, manage and drive the tasks and activities of a front-line team
  • Solid technical background, with an understanding or hands-on experience in a rapidly scaling SaaS organization
  • Salesforce experience
  • Experience effectively collaborating with cross-functional stakeholders (Sales, BDRs, Customer Support and Customer Success Managers)
  • Robust written, verbal and presentation communication skills
  • Ability to get things done effectively and efficiently
  • Strong sense of ownership, accountability and curiosity to learn new skills
  • Consultative skills including project/program management, analytical, problem-solving, pattern recognition and business acumen mindset
  • Excellent time management, communications, decision making, human relations and organization skills
  • Knowledge of accessing API’s through HTTP/HTTPS protocols and the OSI Model (Layers 1-3)
  • Ability to diagnose and configure network settings including multiple network interfaces, IP addressing, subnet masks, default gateways, intranet and internet connectivity

What Makes You A Great Fit

  • Self-starter with the ability to work independently, solve problems and be accountable for customer and business outcomes
  • Proven ability to independently resolve issues and recommend process improvements
  • You have an intense attention to detail
  • You enjoy talking to customers
  • You have a knack for mentoring other employees and helping them reach their potential
  • You’re able to multi-task with ease 
  • You enjoy solving problems 
  • You love to win and are motivated by your own success
  • You want to be part of a team

What We Offer
Competitive salary
Equity
Healthcare benefits
401K
Commuter benefits
Major role in a strong, small and growing product and technology team
Be a part of a key platform of product offerings to the retail convenience store industry
About Skupos
We are a company dedicated to helping convenience stores grow their business by better managing operations, and giving their suppliers tools to drive efficiencies into the supply chain. Skupos allows single-store operators, and Fortune 100 distributors alike to streamline their workflow and automate the supply chain.
Founded in 2016 and headquartered in San Francisco, our mission is to bring the convenience store industry into the digital age by making it easy for everyone to manage, explore, and understand the data that drives their operations.

Read Full Job Description

Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases

Location

999 18th Street , Denver, CO 80218

An Insider's view of Skupos

What’s the vibe like in the office?

Life at Skupos provides employees with a balance of being relaxed and autonomous, but we all work really hard & go above and beyond to get our jobs done. If you need a breather, it's cool to take a break and play some ping pong. There is also a solid sense of camaraderie & collaboration throughout the office that extends across the different teams.

Michael Coston

Integration Specialist

How do you collaborate with other teams in the company?

As the Salesforce Admin, I am constantly working with all departments across the company. Collaborating w/ this many people requires that I am easily accessible to both SF & Denver offices. To ensure this happens, I set up weekly meetings w/ each team to discuss their needs, as well as a meeting for everyone to attend so we're all on the same page.

Hannah East

Salesforce Admin

What are some social events your company does?

From our Friday team lunches to happy hour on our patio, Skupeeps are always interacting. We have an annual company retreat, quarterly department outings and tons of karaoke! Each holiday we have our own celebration for anyone to join! My favorite part about Skupos is the constant social interaction with one another and our close family dynamic.

Sadye Terre

Customer Success Manager

What are Skupos Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team based strategic planning
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Time allotted for learning
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