Manager, Technical Support
3 weeks ago
Work with Technical Operations team leads to coach and develop excellence in technical analysts across all resource tiers.
Work with Product Development to ensure customer feedback and technical issues reported in the field receive appropriate visibility with sufficient detail.
Work with Project Management to ensure implementation services and customer-facing project efforts are delivered correctly and in a timely manner, and that technical requirements are well understood by responsible contacts both internal and external.
Work with Customer Success Managers to ensure customer communication, expectations, and satisfaction are well managed concerning the customer technical deployment.
Be responsible for the management of the support organization and processes.
Be responsible for the management of customer technical operations & processes.
Monitor and report on performance and customer feedback metrics for each aspect of the Technical Operations organization.