Description:
Motive is looking for an experienced Associate Manager of Technical Support to join our Global Technical Support Engineering organization. In this role, you will be focused on leading a growing team of highly technical field engineers in addition to leading strategic projects. Developing the team’s technical knowledge and soft skills through regular meetings, objectives, and on-the-job coaching will be a critical function of the position. Motive is rapidly growing and will continue to scale at a fast pace
What You’ll Do
- Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.
- Setting team goals in alignment with Technical Support objectives, and assisting direct reports in the definition and attainment of individual goals.
- Advocating for customers and defining ways to contribute to the customer experience continually.
- Key partner to product teams and development teams, collaborating with engineering to resolve core product issues.
- Partner with the support operations and delivery teams to identify, monitor, and report trends.
- Build, implement, and improve internal reporting and other processes to optimize team productivity.
- Serve as the top-line escalation point for high-priority support cases, including overall triage and management.
- Deliver strategic projects on a timely basis.
- Report metrics and case management updates to the Technical Support Manager and Director
- Speak with customers, if needed, for escalated and urgent inquiries to minimize customer churn
- Provide a 360 loopback to Product and Engineering
- Create & Contribute to the knowledge base & documentation of the resources and processes
- Shared responsibility for Manager On-Call duties as part of a schedule with the other Technical Support Managers.
- Proven ability to showcase change and impact on key org-level initiatives.
- Learn quickly and adapt to Motive’s process and translate it into their own interactions with the team.
What We’re Looking For
- Minimum 2-3 years of experience in a leadership role.
- Excellent verbal and written communication skills and the ability to work effectively in a team environment.
- Knowledge in the Motives product line.
- Excellent presentation skills coupled with a strong leadership presence.
- Communication is a core strength. Heavy focus on using data to articulate a story or an issue.
- Excellent time management skills and a strong sense of urgency.
- Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; a real passion for solving technical problems.
- Experience working with and improving Support ticketing systems, tools, and processes
- Flexibility to handle critical cases after hours as needed.
- Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders.
- Preferred Skill Set: SFDC Reporting, Tableau, GSuite/MS Office, Data Analytics, etc.