Senior Manager, Customer Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

For this role, we are considering applicants in the United States or the United Kingdom.

OUR MISSION

At Redwood Software we unleash human potential. We empower our customers with lights-out automation for their mission-critical business processes.

Redwood Software is the leader in full stack automation for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower organizations to orchestrate, manage and monitor their workflows across any application, service or server – in the cloud or on premise – with confidence and control.

CORE VALUES

One Team. One Redwood

Make Your Own Weather

Obsess over Customer Success

Work the Problem

Be Curious

Own the Outcome

Respect Each Other

YOUR IMPACT

We are looking for highly motivated individuals with a passion for technology & people to join our Support department and be part of an energetic team that assists our customers in a timely, accurate, and friendly manner with their questions around our products.  

You’re not just managing a high-performance Level 1 team, you’re leading a group of amazing people, enabling them to perform at their best, while focusing on keeping an amazing culture.

There will be instances where you’ll be working with customers as a leader, to ensure they feel cared for and their issues are resolved in a timely manner.
The successful candidate will also have excellent interpersonal communications skills, be even-tempered and project a positive, customer-focused attitude. 

• Document customer interactions (Zendesk)

• Assist with managing customer relationships

• Document, develop and improve the technical support processes

• Work with the team to adhere to Service Level Agreements

• Develop, provide guidance and leadership to team members

• Manage the relationship between support and other company departments such as Engineering, Marketing, and Sales

• Lead the Technical Support Meetings

• Lead internal projects to improve the team performance

• Build & maintain dashboards for metrics tracking

YOUR EXPERIENCE

• 5+ years of experience leading a support or customer success team

• 5+ years of experience working directly with customers either in support or as a Customer Success Manager

• Ability to communicate confidently with customers using perfect written and spoken English and able to digest technical information to non-technical audiences

• Experience managing short, mid, and long-term projects

• Able to plan and set SMART goals, and keep track of the progress through the year, in a fast-paced environment

• Customer advocacy, empathy, and keen attention to detail

• 8+ years of experience in a customer or application support role, with a technology or computer science-related degree and work experience as a system administrator; development experience is a plus

• Project effective written and interpersonal communications skills, be even-tempered, show a positive and caring attitude towards customers

• A huge sense of accountability to have the team back when needed, as well as to project that into the team

• Experience communicating between non-tech-savvy individuals and development-level experts to ensure both parties understand each other

• Goal Orientation/Task Dependability

• ActiveBatch / RunMyJobs/ RunMyFinance/ Report2Web / Tidal / Cerberus / JSCAPE product knowledge

• Advanced knowledge of Windows/Unix, Database engines (SQL/Oracle)

• Basic knowledge of Networking and API & Services

• Case Management

• Knowledge Base Authoring

• Communications, Autonomy, Ownership, Integrity and Assertiveness

• Attention to detail, R