Senior Manager, Technical Support

hace 6 meses

Heredia, Costa Rica Smarsh A tiempo completo

**Who are we?**

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

The Senior Manager role as part of Global Technical Support leadership team provides leadership to Support teams in their geography and focused product areas. Responsible for overall support delivery, customer satisfaction, and service excellence. Key focus areas include SLA adherence for response and resolution, support readiness, and team development. Collaborates closely with Smarsh cross-functional leadership, especially product teams to ensure product supportability. Responsible for driving resolution of escalated issues and related customer communications. Promotes awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution.

**What will you do?**:

- Lead frontline and backline support delivery teams, ensuring adherence to SLAs/SLOs, while driving an exceptional experience for Smarsh customers and partners.
- Provide input to definition and execution of support delivery strategy.
- Understand the full spectrum of business problems and what drives client success and failures with related product/services.
- Drive consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow.
- Implement policies when selecting methods, techniques, and evaluation criteria for achieving business results.
- Cross-functional collaboration and leadership to resolve escalated issues, fulfill customer needs, and proactively improve supportability of products and services. May include helping to plan future product roadmaps and releases, prioritize fixes/enhancements.
- Build high performing teams by attracting, developing and retaining talent. Foster career growth and progression for team members.
- Recommend workflow, platform, and support channel improvements to enhance the customer experience and efficiently deliver support.
- Establish and assure adherence to budgets, schedules, work plans, and performance requirements.
- Actively engage directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
- Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web and community.
- Lead customer escalations or 3rd party support coordination to resolve issues for critical accounts, including incident management as required.
- Conduct performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback.
- Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
- Lead the identification and implementation of “shift left” changes to increase resolution rate and accelerate time to resolution. Conceive, develop and deploy innovative approaches to resolve issues and scale the use of new support practices.
- Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
- Interact with all levels of leadership across Smarsh and clients as needed.
- Supervisory Responsibility: This position manages activities of two or more sections or departments. Role has direct reports of individual contributors (Technical Support agents) as well as one or more Technical Support Managers (with Technical Support agents) and Team Leads.
- Travel: Periodic international travel may be required, estimated to be less than 20%

**What will you bring?**:

- BS/BA degree in technical related field or industry/career equivalent experience.
- 7+ years of experience in technical support, with 3-5 years successfully leading technical support organizations.
- Passion for helping customers and team members succeed.
- Ability to analyze data and implement operational improvements.
- Exceptional verbal, written and interpersonal communication skills.
- Time management, critical thinking, and creative problem-solving skills.
- Proven team leadership and/or crisis management, preferably in a technical support environment.
- Strong influence and negotiation experience to drive win/win outcomes.
- Project and program management experience.
- Prior experience with KCS and Self-Service highly desirable.

The above salary range represents Smarsh's good faith and reasona

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