Senior Manager Customer Support

At least 10 years of experience in software technical support. Minimum of 5 years successfully leading an Enterprise technical support team. Passion for helping customers and team members succeed. Time management, critical thinking, and creative problem-solving skills. Proven team leadership and/or crisis management in a technical support environment. Exceptional verbal, written and interpersonal communication skills. Ability to collaborate with R&D, Product Management, Channel, Renewals and other internal teams. Affinity for multitasking with precision. Constant communication with your team, as a group, and individually. Capacity to accept and utilize constructive feedback. Ability to grow and develop your team through continuous support and training. Alignment with company values.

Manage a technical support team for Precisely products. Set objectives, evaluate progress, and foster a high-performance culture. Establish and improve team standards and procedures. Utilize technology to manage team performance and development. Encourage open communication and collaboration within the team. Ensure consistent support delivery processes and SOPs. Build high-performing teams through talent attraction, development, and retention. Collaborate cross-functionally to resolve escalated issues. Lead customer escalations and coordinate issue resolution. Conduct performance analysis and improve service delivery. Recommend and implement workflow, platform, and channel improvements. Engage directly with customers for feedback and escalation management. Promote adoption of self-service offerings. Participate in readiness planning for new products or support changes. Interact with teams and leadership across Precisely and clients.