Manager, Customer Support

3 weeks ago

Manchester, United Kingdom OneStream Software Full time

Manchester Office | Windmill Green, Mount St, Manchester M2 3NN

Description

Manager, Customer Support

Location Manchester, UK

Employment Type Full-Time

ABOUT THE JOB

The Manager, Customer Support will oversee a team of autonomous Customer Support Engineers that provide support and issue resolution on performance issues, technical escalations, software functionality, setup, installations, upgrades, errors messages, cloud implementations, and application usage. This position is expected to invest heavily in the growth, development, and performance management of the team. The Manager, Customer Support is expected to contribute to the continuous improvement efforts of the team by identifying inefficiencies and mitigation strategies to drive departmental success.

This position is expected to act as an escalation point for technical support and may be required to be “on-call” and work additional hours as necessary to meet support timeframes.

RESPONSIBILITIES

Primary Responsibilities:

  • Oversee and serve as a continuous improvement champion in the areas of technical performance SME enablement including developing and monitoring dashboards, identifying themes/trends, and suggesting technical and/or business process changes to optimize process efficiency and productivity.
  • Oversee the ticket queue and serve as an advanced escalation point for incidents that require deep technical expertise.
  • Manage the full-life cycle of high-profile escalations including case management, coordination of resolution efforts with internal and external stakeholders, and relationship management with clients and internal leadership.
  • Coordinate cross-collaboration efforts with development teams for technical software enhancements, bugs, performance issues, and customer communication.
  • Lead a team of Technical Support Engineers including providing guidance in aligning individual goals with organizational strategy, performance management, and fostering a culture of continuous learning/knowledge sharing.
  • Identify themes in technical performance issues and consider remedial opportunities through the creation of KnowledgeBase articles, SME content, or other documentation, delegating to Engineers where appropriate.
  • Implement organized project management methodology to address customer performance situations with timelines and realistic expectations communicated to customers.
  • Drive proactive engagement with internal teams such as Customer Success and external customers to reduce negative customer experiences.
  • Oversee the performance monitoring of customer environments through Azure alerts and other Security Information and Event Management (SIEM) solutions and identify opportunities where performance monitoring can be improved.
  • Support the Technical Director in creating, overseeing, and updating performance playbooks.
  • Partner with Technical Director to drive enablement in contributing to Application Reviews and Health Checks.

QUALITIES OF A SUCCESSFUL CANDIDATE

Formal Education and Certification

  • Bachelor’s degree in business management, Finance, IT (or another related field) or equivalent work experience

Knowledge and Experience

  • 6+ years relevant work experience
  • 2+ years’ experience with leading and managing a team, preferable of the technical support nature.
  • 4+ years’ OneStream Experience leading escalated, highly technical application performance issues
  • Experience with the following technologies, tools, and concepts:
    • Microsoft Azure or Amazon Web Services (AWS) preferred but not required
    • Microsoft Windows 10, Windows Server 2012 R2/2016, IIS, Microsoft SQL Server, Active Directory
    • Automating processes using PowerShell , Azure PowerShell Modules, REST APIs, JSON or ARM Templates
  • Network and application security device configuration and management (Cisco, Barracuda, Palo Alto, SonicWall)

Personal Attributes

  • Ability to make inclusive and data-driven decisions quickly on behalf of the department
  • Ability to communicate effectively with Sr. Leadership internally and externally as it relates to application performance issues/statuses
  • Strong people leadership skills to lead, motivate, and develop a team of engineers
  • Customer-centric mindset and ability to prioritize work around client needs
  • Strong problem-solver committed to cross-departmental collaboration and innovation
  • Legally authorized to work for any company in the country where this position is located without sponsorship.

WHO WE ARE

OneStream is an independent software company backed by private equity investors. OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.

OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning. We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day. All in a single, modern CPM platform designed to continually evolve and scale with your organization. To learn more visit

WHY JOIN THE ONESTREAM TEAM

  • Transparency around corporate structure, salary, and benefits
  • Core value of customer success
  • Variety of project work (not industry specific)
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