Manager, Customer Support Silver Spring Networks
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The Manager, Customer Support is responsible for ensuring the success of our customers by effectively managing a team of Frontline Support Engineers, associated support projects, process development and critical situation management. This role involves managing case assignment, driving critical escalations, career development, and process improvements. The candidate is expected to be independent, self-motivated, proactive, customer focused, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class Customer Support organization. This position will report to the Director of Customer Support. The ideal candidate will drive global process alignment, find and execute on opportunities for automation, process improvements and collaborate with cross functional groups such as Operations, Engineering and Product Management.
Critical Situation Management, be the advocate for the customer and drive crisis management events cross-functionally
Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels (Response, Resolution Times, Backlog Management) and project deadlines.
Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
Ensure the delivery of high-quality technical and soft-skills training for direct reports.
Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.
Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
Manage workflows and schedules for direct reports and ensure adequate workload coverage.
Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.
Develop and maintain Support procedures and policies.
Advocate for customers and define ways to continually add value to the customer experience.
Serve as a manager, mentor, knowledge resource, and escalation point; Build credibility and trust within the support group.
BA or BS required.
Minimum of 3-5 years managing technical support professionals.
Minimum 5 years? experience in a technical support role; preferably supporting enterprise products/customers, knowledge of networking, Unix, Linux, Application Level Troubleshooting and databases
Experience with support tools and phone systems.
Experience without sourcing and building global support centers
Experience in supporting Cloud Based Products and Appliances
Excellent written and verbal communication skills.
Ability to successfully communicate and coordinate with departments across the organization including Operations, Engineering, Product Management
Ability to understand and escalate issues efficiently and appropriately
Ability to effectively work with tight schedules and fast paced environment.
Ability to attract, hire and retain high-performing support professionals
Functional or technical Remedy, Business Objects application knowledge.
Ability to effectively work with tight schedules and fast paced environment
Redwood City, California, United States
||575 Broadway Street |
Redwood City, CA 94063
THIS JOB HAS EXPIRED
We are a highly innovative, committed team, collaborating to make a difference in the world. Our rapid growth, passion and high energy create a somewhat chaotic and intense environment, yet we are very focused on our customers and meeting our commitments. We are smart, creative and hard-working, and believe the work we do and the people we work with are fun. Silver Spring Networks had their IPO in March of 2013 and we are not looking back.
Investors: Foundation Capital All Jobs: at Silver Spring Networks
|Headquarters:||555 Broadway Street|
Redwood City, CA 94063
|Industry:||Cleantech / Energy|
|Company Profile:||With more than ten years of experience, Silver Spring Networks is the leader in networking technologies that modernize today's power grid. We have delivered more than 16.5 million Silver Spring-enabled devices, which our utility partners rely on, in concert with our software and services, to improve energy management and efficiency. Silver Spring securely connects consumers and utility providers through powerful and proven energy networks that can be easily expanded as needs evolve.
Our open, standards-based networking solutions enable all energy devices, from in-home energy devices to smart meters to load control devices, to connect together to deliver the highest performance possible. By connecting homes and businesses directly with their local utility, we help everyone manage and integrate renewable energy sources better, bringing greater energy efficiency to the planet and our world - brilliantly.
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