Job Description: The Manager, Technical Support is accountable for leading the team that ensures the highest satisfaction and success of our clients and helping our Customer Success team with decisions and guidance on technical topics. This includes problem solving client issues and helping them get the most out of our platform by advising on tools and best practices.  

Success in this role requires experience coaching and growing a team that is both capable of developing strong, strategic relationships with our clients and troubleshooting their use of JavaScript, CSS, XML and API technologies with a focus on maximizing quick resolution and value for clients.

This position will provide great opportunities to analyze data and look for pattern and trends that can be used to improve our internal processes, documentation and products in order to accelerate time to value and reduce cost for clients and PowerReviews.  

Key Accountabilities

• Lead and manage a technical support team to get clients up and running, and/or realizing value as soon as possible.
• Ensure customers receive consistent and reliable service and support during each interaction.
• Create and develop alternative service options by working with the Technology department on tools, and the Product, Marketing and Customer Success departments on enhancements to documentation, training and online support.
• Measure business results through metrics, and make recommendations for positive change based on current and future needs.
• Manage escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications get fulfilled.
• Handle difficult or escalated customer issues with diplomacy and tact, ensuring issues are resolved in an effective, professional, and timely manner.
• Build systems that deliver services aligning with SLA adherence, with up-sell opportunities, while using cross-functional problem solving.
• Build strong relationships, resulting in a positive and productive outcome for employees and customers.

Requirements & Preferred Skills

• Minimum 5 years experience providing complex SaaS customer support
• Minimum 2 years experience managing technical support professionals
• B.S. in Computer Engineering, Computer Science, MIS, or related field
• Strong SQL skills, combined with a good understanding of web browser capabilities and web technologies (HTML, CSS, JavaScript, PHP, and JSP)
• Comfortable with internet based transport mechanisms (HTTP, FTP, SMTP) and command line interfaces
• Demonstrated track record of transforming an organization's success through customer focus and service
• Strong oral and written communication skills, especially during escalated or tense scenarios
• Ability to be decisive and take action in any situation
• Ability to manage ambiguity, and focus on developing the clearest paths possible
• Proficient in creating and reading charts/reports of performance trends, quality trends, and SLA metrics
• Familiarity with popular help desk software and ticketing messaging systems, Salesforce Service Cloud preferred.
• Strong project management, time management, and organizational skills with the ability to manage multiple projects and priorities at one time
• An effective leader and team player with a high level of initiative and the ability to work well in a team environment