Senior Manager, Technical Support @ Flexera Software

Position Overview:

Experienced support Leader responsible for overseeing a team of Technical Support Engineers and Managers ensuring team, customer, and operational success. Responsible for team/management direction and ensuring work aligns with Flexeras business goals. Will drive focus on accuracy, timely feedback, and customer satisfaction by coordinating efforts of different teams and using influence to expedite critical/escalated cases. Develops a broad understanding of customer needs and understand expectations from enterprise-level customers. Drives the knowledge-sharing mindset, methodologies, and tools. Develops Technical Support processes, ensures proper documenting and recording of all activities and communication.

Responsibilities:

Manage a team of technical support engineers and/or managers to provide proactive and reactive support to customers.

Coach, develop, and inspire team members on their personal and professional development plan.

Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together; empowering the team to perform at their highest level.

Collaborate and communicate with cross-functional teams including Product, Engineering, and Customer Success Management to ensure alignment.

Ensure clarity around priorities and goals for the support department.

Staff Recruitment and on-boarding.

Strong verbal and written communication skills with the ability to articulate complex ideas into easy-to-understand business terms to senior leaders and lead meetings and communicate the course of action.

Work with senior management and other peers for strategy development and execution planning

Recognize and identify opportunities for continuous improvement and proactively propose and implement these solutions.

Assign critical and escalated issues to appropriate resources.

Analyze situations and determine resources needed to solve them.

Follow up with customers to gauge their satisfaction with problem resolution, identify technical support problem areas based on CSAT scores and comments. Implement corrective actions where needed.

Ensure ongoing training for tech support staff, advise tech support staff on career planning.

Collaborate with other support leaders across three regions (EMEA, NAM, and APAC) to maintain a follow the sun support model for Flexera One and Gold level customers.

Create and maintain all documentation and procedures relating to Support.

Attract diverse talent and cultivate an inclusive environment.

Complete performance reviews and goal setting exercises within company deadlines