Customer Support Manager

Application and Interview Impersonation Notice:  Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful.  If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Overview:  

Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 99 of the Fortune 100. Precisely’s data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for talented individuals with the experience and motivation to join our innovative, fast-paced Precisely Team

• The Customer Support Manager will be responsible for a team of Support Engineers that provides technical software support for IBM B2B Integrator to Customers and Partners by phone or email in a global team that supports 24x7x365. The person will also be responsible to technically guide and account for customer escalations. He or she possesses a good knowledge of the company’s products and other applications used by our customers and partners.
• This full-time position is remote. The successful candidate will lead a team of technical staff that have practical and operational knowledge in IBM B2B Integrator. 

What you will do:

• Manage a technical support team to provide best in class support for IBM B2B Integrator.
• Set clear objectives, evaluate progress and instill a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.
• Set-up, manage and improve standards and procedures within the team to ensure working practices are well defined and operational with minimal disruption.
• Use technology to improve efficiency as appropriate to manage the team and individual performance, technical and skills development.
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
• Ensures consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Support) in the workflow.
• Builds high performing teams by attracting, developing and retaining talent. Foster career growth and development for team members with active coaching and feedback.
• Cross-functional collaboration and leadership to resolve escalated issues, fulfill customer needs, and proactively improve supportability of products and services.
• Lead customer escalations and coordination to resolve issues for critical accounts, including senior management as required.
• Help to conduct performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback and Medallia NPS scores.
• Recommends and helps to implement workflow, platform, and support channel improvements to enhance the customer experience and efficiently deliver support.
• Actively engages directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
• Promotes adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• May participate in readiness planning for pre-releases, new product introductions, or rollout of suppo