Senior Manager, Customer Support

Senior Manager, Customer Support  

 

Location: Remote, USA 

Employment Type: Full-Time 

Compensation: $138,000 - $172,250.00 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.  

Benefits Offered: Vision, Medical, Life, Dental, 401K 

 

Summary 

A Senior Manager, Customer Support is responsible for supervising the Customer Support department, both for personnel and for overseeing the support function of a specific pillar. 

This role will manage a team of Customer Support Engineers who are responsible for providing customer support to our customers and internal teams. This includes problem solving issues of software functionality, setup, error messages and application usage, in addition to product installations and upgrades and supporting our cloud delivery model. Although Customer Engineers must be able to accomplish tasks with little oversight or direction, the Senior Manager, Customer Support is ultimately responsible for the team. 

This position may be required to be “on-call” and work additional hour as necessary to meet support timeframes. 

Preference is for Eastern Time Zone 

 

 

Primary Duties and Responsibilities 

• Manage the Customer Support team and ensure the department is meeting or exceeding all customer support OKRs.
• Mentor additional Customer Support Managers with OneStream Processes and Procedures.
• Hold Regular Meetings with Support Managers and Support Team to Triage Customer Issues as Necessary.
• Identify as Lead Contact for Customer Escalations.
• Collaborate with Cloud Operations Management on Escalated Issues.
• Identify and Update Policies as necessary to improve efficiency for department.
• Hold One on One Meetings with Support Engineers and Support Managers to discuss performance goals and future career development.
• Collaborate with Customer Success Regularly to Identify ways to Improve Service Delivery.
• Address support issues from existing customers to resolution via phone and remote desktop product support.
  • Respond to and resolve issues within established timeframes.
• Completing standard compliance documentation.
• Providing Support Activity reports to Upper-Level Management as Requested. 

 

Required Education and Experience 

• College diploma or bachelor’s degree in a technology-related field (or equivalent work experience).
• Prior leadership or supervisory experience.
• 5-7 years Software Support experience.
• Experience with the following technologies: Microsoft Windows, IIS, SQL Server, Microsoft Azure. 

 

Preferred Education and Experience 

• Experience with PowerShell, VB.net or Visual Basic. Any object oriented programing.
• Experience with Application Performance Management (APM) tools (eg. Dynatrace.)
• Superior knowledge of common business applications such as  Office 365, ServiceNow, Atlassian experience (e.g. Confluence, Jira).
• Prior experience with any of the following Corporate Performance Management (CPM) Software products:  
  • OneStream
  • SAP Outlooksoft BPC or SAP BOFC (Cartesis)
  • Oracle Hyperion HFM, FDM, Planning, Essbase,  
  • IBM Cognos  
  • Other CPM/EPM  solutions. 

 

 

Knowledge, Skills, and Abilities 

• Excellent written, verbal, and interpersonal skills.
• Leadership ability.
• Technical capacity.
• Organizational Skills.
• Customer/Client Focus.
• Decision Making.
• Initiative.
• Problem Solving/Analysis.
• Strong communication skills.

 

Supervisory Responsibilities 

This position is responsible for the direct supervision of a Customer Support team. 

 

Travel  

Travel Requirement: Regular travel is not expected for this position. Approx 2-3 times a year. 

 

Who We Are 

OneStream is how today’s Finance teams can go beyond just reporting on the past and Take Finance Further™ by steering the business to the future. It’s the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com. 

Why Join The OneStream Team