Customer Support Manager

Overview:  

Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 99 of the Fortune 100. Precisely’s data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for talented individuals with the experience and motivation to join our innovative, fast-paced Precisely Team

• The Customer Support Manager will be responsible for a team of Support Engineers that provides technical software support for IBM B2B Integrator to Customers and Partners by phone or email in a global team that supports 24x7x365. The person will also be responsible to technically guide and account for customer escalations. He or she possesses a good knowledge of the company’s products and other applications used by our customers and partners.
• This full-time position is remote. The successful candidate will lead a team of technical staff that have practical and operational knowledge in IBM B2B Integrator. 

What you will do:

• Manage a technical support team to provide best in class support for IBM B2B Integrator.
• Set clear objectives, evaluate progress and instill a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.
• Set-up, manage and improve standards and procedures within the team to ensure working practices are well defined and operational with minimal disruption.
• Use technology to improve efficiency as appropriate to manage the team and individual performance, technical and skills development.
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
• Ensures consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Support) in the workflow.
• Builds high performing teams by attracting, developing and retaining talent. Foster career growth and development for team members with active coaching and feedback.
• Cross-functional collaboration and leadership to resolve escalated issues, fulfill customer needs, and proactively improve supportability of products and services.
• Lead customer escalations and coordination to resolve issues for critical accounts, including senior management as required.
• Help to conduct performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback and Medallia NPS scores.
• Recommends and helps to implement workflow, platform, and support channel improvements to enhance the customer experience and efficiently deliver support.
• Actively engages directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
• Promotes adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• May participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
• Interact with all teams and levels of leadership across Precisely / IBM and clients as needed.
• Serves as manager on-duty during afterhours on-call support.
• Schedule staff to handle 7x24 call volume, including afterhours on-call support.

What we are looking for:

• At least 7 years of experience in software technical support, ideally with experience in successfully leading an Enterprise technical support team.
• Passion for helping customers and team members succeed.
• Time management, critical thinking, and creative problem-solving skills.
• Proven team leadership and/or crisis management, in a technical support environment.
• Exceptional verbal, written and interpersonal communication skills.
• Ability to collaborate with R&D, Product Management, Channel, Renewals and other internal teams.
• Affinity for multitasking with precision
• Constant communication with your team, as a group, and individually
• Capacity to accept and utilize constructive feedback
• Ability to grow and develop your team through continuous support and training

PREFERRED REQUIREMENTS: 

• Advanced knowledge of IBM B2B Integrator and utilized platforms
• Solid Knowledge of Containerization, including OCP, Kubernetes and Docker
• Knowledge of Salesforce
• Knowledge of Cloud and SaaS Deployments
• Knowledge of Office 365
• Knowledge of Jira

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