Manager, Success Engineer
On-siteMexico City, Mexico City, Mexico
Job Summary
Manage a support team to achieve business objectives including customer satisfaction targets, service levels, and resolution times. Set team goals aligned with Global Support objectives, assist direct reports in defining individual goals, and ensure they have necessary resources to deliver technical solutions. Deliver performance reviews, provide regular feedback, and advocate for customers to continually add value to the experience. Manage workflows, schedules, and workload coverage while developing and maintaining support procedures and policies. Represent the Support department on cross-organizational teams and serve as a mentor and escalation point for Support engineers.
Required Qualifications
- Minimum of 3 years managing technical support professionals
- Minimum 5 years experience in a technical support role
- Experience with support tools and phone systems
- Excellent written and verbal communication skills
- Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
- Solid, functional salesforce.com application knowledge
- Ability to understand and escalate issues efficiently and appropriately
- Demonstrated strong work ethic and advanced organizational skills
- Ability to develop and deliver creative business solutions for complex problems
- Ability to effectively work with tight schedules and fast-paced environment
Desired Qualifications
- Ability to attract, hire and retain high-performing support professionals
- Oral and Writing Portuguese will be a excellent add value for us
- Functional or technical salesforce.com application knowledge
- Experience building or managing Developer Support teams
- Ability to develop and deliver creative business solutions for complex problems
- Ability to effectively work with tight schedules and fast paced environment
- Experience will be evaluated based on alignment to the core proficiencies for the role (e.g. extracurricular leadership roles, volunteer work, etc.)
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.