Sr. Manager, Technical Support

 

COMPANY OVERVIEW

Domo puts data to work to help everyone multiply their impact. Domo gives every kind of user real-time insights they can act on, with secure, easy-to-use, AI-powered data experience that drive a culture of data curiosity. 

POSITION SUMMARY

Domo’s Technical Support Team is the heart and primary contact for our customer’s inquiries regarding the use and support of Domo. A successful manager in Support leads a team in delivering a world-class customer experience. They would be focused on building bridges with other teams and departments at Domo to drive customer success. Domo is a critical part of how our customers run their business globally. The Technical Support team is staffed 24/7/365, which allows our global customers to contact us at their convenience. Managers are responsible for helping their team to execute on strategy and deliver excellent service and value resulting in renewals and upsells for our customers.

KEY RESPONSIBILITIES

• Provides team support, reporting, and fosters accountability to ensure the successful resolution of customer issues within applicable SLAs;
• Ability to step back, assess, and address opportunities impacting the team or customers before they grow into larger challenges;
• Coach team members to improve their performance, communicate the team vision, and align our objectives with the company’s objectives;
• Identify, collaborate and lead out on process improvement or implementation;
• Represent our team and customer needs to internal parties including product, engineering, sales, consulting, department leaders, etc.;
• Communicate directly with customers (often in escalated situations) with an emphasis on de-escalating and addressing their concerns;
• Hire, mentor, coordinate schedules, train, and provide performance plans for all direct reports;
• Interface with sales and customer success to promote the satisfaction and renewal for new and existing customers;
• Communicate risks early and clearly to top Domo leadership.

JOB REQUIREMENTS

• Bachelor's degree in a technical field (computer science, information technology, statistics, etc.) or 5-7 years related experience and/or training;
• Strong communication skills (written, verbal, and in-person);
• Deep emotional intelligence capable of leading diverse teams;
• Skilled in corporate technology and support systems (Office, CRMs, ticketing systems, telephony systems, etc.);
• Ability to quickly analyze, assess, and determine the best path for issue resolution;
• Willingness to participate in manager level rotation for impactful customer events;
• Availability to travel (generally 20% or less);
• Familiarity with Domo a plus.

DESIRED SKILLS AND EXPERIENCE

• MBA or Master’s degree in a technical field (computer science, information technology, statistics, etc.);
• Local to HQ preferred and willing to be in office up to five days a week;
• Experience with Data Science principles, languages (Python, R, etc.), and implementation;
• Process and workflow automation experience;
• Knowledgeable about AI for support use cases.

LOCATION: American Fork, UT 

BENEFITS: https://www.domo.com/company/careers/culture 

Domo is an equal opportunity employer.

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