Technical Support and Training Mgr Leadspace
THIS JOB HAS EXPIRED Leadspace Technical Support and Training Manager Profile - see company job posting link: http://www.leadspace.com/technical-support-and-training-manager-position
The salary is $XX,XXX. Options are granted as appropriate.
USA. Preferably, the San Francisco Bay Area, but not a requirement
Provide technical support, expertise, training and accountability for installed customers (and pilots);
--Be first contact for all customer support issues;
--Manage, and ensure prompt and complete resolution of, technical support issues and challenges to the satisfaction of customer expectations;
--Work with back end team of Developers, Analysts, and Professional Services to ensure customers are supported to their satisfaction;
--Take a leading role in all training efforts with customers;
--Play a role in the actual analyst deliverable at customer deployments (details to be discussed);
--Partner with Sales Reps, Analysts and other key Leadspace personnel in helping to onboard all new customers to successful implementations;
--Help to design and modify training programs to increase the effectiveness of customer usage of Leadspace, and ultimately increase their rate of credit usage.
--Develop relationships with key customer stakeholders and become an expert on customers' implementations of Leadspace on a technical level;
--Helps develop SLAs for Support and Service of Customers;
--Aid Customer Success to monitor and identify trends in Leadspace adoption and utilization
--Aid sales team in select situations where technical support or the possible management of a key account POC is critical to Leadspace's goals;
--Provide timely account/issue updates, and help to build reporting, for both customers and management;
--Collaborate with Customer Success and internal teams to manage and ensure high renewal rates;
--Advocate customers' product feature priorities internally within Leadspace;
--Contribute internally to the Leadspace team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject Matter Expert for specific technical or process areas;
--Drive the building of a repeatable process and system to manage support of customers;
--Work with Customer Success to manage customer status dashboard;
--Eventually will Manage or advise on hiring, training and development, and performance assessment of personnel within area of responsibility.
Early stage companies, managing new products, remote offices, entrepreneurial experience
Fewer companies, sound company decisions.
G.P.A., successful industry and career switches, numbers-based and other demanding educational degrees
Record of quick advancement. Proof of taking on more responsibility
Ability to own mistakes and give credit to others
Screening interview dialogue, resume, e-mails and written communications
Problem solving answer in screening interview, non-traditional backgrounds
--BA/BS Degree (or equivalent)
--Work for at least one if not multiple technical start-up companies
--Minimum of 5 years relevant work experience in one or more of the following: technical support, Customer Support, technical Training, -- ideally with CRM, marketing automation or related applications in a SaaS environment
--Deep technical knowledge of CRM/Marketing Automation related products, features, capabilities, along with knowledge of how to best use and deploy. Salesforce.com admin and Marketo experience a big plus.
--Experience in the use of Salesforce.com to manage accounts for support
--Experience dealing with complex accounts, which are constantly challenging product capabilities
--Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
--Ability to prioritize, multi-task, and perform effectively under pressure
--Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features
--Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
--Knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)
--Experience managing a team of customer support representatives and/or technical trainers.
--Demonstrated ability to work with a global team and diverse culture.
--Demonstrated proficiency in verbal and written communications with a high level of business acumen.
--Ability to travel domestically and internationally on occasion.
Leadspace is a young software company with founders and heritage from Israeli Military Intelligence. Investors such as Battery Ventures have backed Leadspace to attack the big market opportunity of poor sales leads. With strong market momentum driven through partners and customers that include Marketo, Salesforce.com, Badgeville, Oracle, and other leading progressive firms, Leadspace is poised to attack this large market opportunity and achieve rapid growth. Using proprietary analytics and search technology to scour the social web for key contact information, Leadspace provides companies a way for the marketing and sales organizations to better target the best possible contacts at prospective clients. The benefits are significant. We're eHarmony for B2B.
We want someone eager to do the small company thing. They should be able to explain why. It's fun. It's exciting. But it can also be stressful and challenging. It's certainly not for everyone.
Think this is you? Then come help us change the way people do things in sales and marketing.
THIS JOB HAS EXPIRED