Customer Support Manager

Reference Number: CB/SO-23297
Location: San Mateo, CA

My client provides policy-driven information risk management software. They have a Dynamic Authorization Management platform and Active Policy Management platform which helps their customers mitigate information risk. Their goal is to provide safer global collaboration and information sharing and prevent wrongful disclosure of sensitive and non-public information.

They are growing, profitable and looking for a Customer Support Manager in San Mateo, CA 

Responsibilities:

  • Manage the day to day operations of the customer support team that delivers 24x7x365 technical support to on-premise and SaaS global enterprise customers.
  • Acquire a comprehensive technical understanding of products to enable technical leadership in the analysis, isolation, and resolution of customer issues.
  • Lead, coach, support, and develop an expanding technical customer-focused product support team.
  • Manage, recruit, develop, and motivate the support team members to deliver total customer satisfaction.
  • Oversee departmental training plan and skills matrix; train and coach support personnel on customer service skills.

 

Ideal candidates should have the following:

  • Demonstrated experience managing dispersed teams that provide enterprise software support and issue resolution in on-premise and SaaS environments to global Fortune 500 customers.
  •  Broad, deep hands-on experience with Windows and Linux operating system, Active Directory/LDAP, and identity management systems.
  • Hands on experience with Microsoft Dynamics, Microsoft Exchange, and Skype for Business. Experience with SAP products would be a plus.

More Info:

  • Founded in 2004
  • Privately held
  • Excellent cash flow – profitable
  • Very efficient, amazing company

Base: $80-90k plus stock options