Smarsh
Senior Manager, Global Technical Support
TLDR
Oversee a high-performance technical support team, enhancing customer satisfaction and support delivery through strategic leadership and collaboration with cross-functional teams.
Who are we?
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
Summary
As a Senior Manager, Global Technical Support for Smarsh Corporate products, you will be part of our global support leadership team, ensuring our customers receive prompt and effective assistance with technical issues related to our Corporate products and services. You will own support delivery, customer satisfaction, and service excellence strategy and execution for your team, which may include contracted 3rd party providers. Key focus areas include SLA adherence for response and resolution, support readiness, and team development. In this role you will collaborate closely with Smarsh cross-functional leadership, especially product, engineering and sales to ensure product supportability, drive resolution of escalated issues and related customer communications, and promote awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution.
How will you contribute?
Manage and mentor a team of technical support professionals and/or 3rd party offshore provider in a high-performance environment.
Develop and retain talent, fostering career growth and progression for team members.
Drive consistent processes and SOPs for support delivery, including workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow.
Develop and implement support strategies and objectives that align with company goals.
Analyze support metrics to identify trends and areas for improvement.
Manage resources effectively, primarily staffing across multiple time zones.
Ensure high levels of customer satisfaction through effective support solutions.
Actively engage directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
Implement new technologies and tools, including AI, to enhance support efficiency.
Recommend workflow, platform, and support channel improvements to resolve issues and scale the use of new support practices.
Promote adoption and success of customers using self-service offerings, including knowledgebase, community, and training resources.
Stay informed about the organization's products or services, as well as industry trends and best practices in technical support.
Provide guidance to your team on complex technical issues.
Handle escalated or urgent technical issues effectively, providing leadership and support to your team during critical situations and following established incident processes.
Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
Conduct performance analysis based on support metrics and quality reviews, delivering in weekly/bi-weekly 1:1s.
Collaborate across functions to resolve escalated issues, fulfill customer needs, and improve supportability of products and services.
Contribute support feedback to product roadmap planning and enhancements.
Participate in the sales process to promote bookings growth for premium Support offerings.
Interact with all levels of leadership across Smarsh and clients as needed.
Generate reports on support metrics and present findings to stakeholders.
Use data analysis to drive decision-making and strategic planning.
What will you bring?
7-10 years of experience in B2B technical support, with 3-5 years successfully leading technical support organizations, ideally across multiple geographies.
Industry experience with Cyber Security products is beneficial.
Management experience of 3rd party, offshore service providers is beneficial.
Strong tactical decision-making and crisis management experience in a continuously evolving environment.
Experience applying critical thinking and analytical skills to drive larger objectives which contribute to multiple areas of the organization.
Cross-collaboration experience with Product Management and Engineering.
Passion for helping customers and team members succeed.
Exceptional verbal, written, presentation, and interpersonal communication skills.
Ability to persuade others in sensitive complex situations while preserving relationships.
Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.
Team Leadership:
Strategy Development:
Resource Management:
Customer Engagement:
Process Improvement:
Technical Expertise:
Crisis Management:
Training and Development:
Cross-Functional Collaboration:
Reporting and Analysis:
About our culture
Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
Smarsh provides solutions that enable businesses to manage risk and harness insights from their digital communications. With a focus on regulated industries, we support over 6,500 organizations in monitoring compliance and identifying potential legal risks across more than 80 channels.
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