Technical Support Team Manager (Implementations)
Greater Denver Area
2 weeks ago
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.