Senior Manager, Customer Support (Shift - 9:00 am - 6:00 pm EST)

About the role

The Customer Support Manager is responsible for all aspects of customer post-sales support to US based customers and partners. Secondarily, the US support team is responsible for handling support requests using the follow-the-sun model and provide support for other geographies such as APAC and EMEA requesting assistance. As a Support Manager, your passion for exceeding customer expectations will flourish as you lead a team of high caliber Support Engineers in delivering exceptional customer experience to our global customer base.

Responsibilities

• Manage the business and operational excellence of our customer support organization
• Implement the service delivery strategy defined by the organization
• Ensure that quality and service delivery standards are met and exceeded
• Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives
• Manage the support operations and performance activities, customer satisfaction
• Drive operational improvements as it relates to customer satisfaction
• Represent the Services functions as necessary on product teams and in various other Rubrik decision-making forums
• Evaluate and develop staff
• Manage the activities of a group/department of technical support engineers and leads responsible for providing remote technical support to resolving customer issues
• Closely monitor top support issues after product launch, identifying gaps across all Support tiers worldwide in support tools / resources needed to better support new features
• Identify support tasks that can be automated
• Collect and analyze support center metrics to guide decisions about product and support quality
• Handle escalations, initiate conference calls, drive escalations to positive closure by providing timely status update to all stakeholders
• Set Goals (KPI) and review team performance daily, weekly, quarterly and half yearly
• Apply experience with phone home and proactive support best practices

Qualifications

• Bachelor's degree in any discipline
• At least 7-10 years of experience working in technical customer support organizations
• At least 3 years' experience as a people manager in support organizations, including a proven track record of hiring and mentoring employees

Skills

• Excellent written & verbal communication skills
• Planning, decision making, staffing, process improvement
• Excellent interpersonal and teamwork skills
• Ability to ensure a high level of quality in process deliverables
• Self-driven, proactive, hardworking, team-player with a good sense of humour
• Should be open to work in any shift timing

Pay

US Pay Range: $155,500—$233,300 USD. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range, the salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The role is also eligible for bonus potential, equity and benefits.