Support Lead
Location Remote-UK
WHO WE ARE
Certinia (formerly FinancialForce) delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company's Professional Services Automation (PSA), Customer Success, and ERP solutions—delivered on Salesforce’s leading cloud platform—provide services businesses with the intelligence and agility to deliver high-quality services, elevate customer experiences and accelerate growth. Headquartered in Austin Texas, with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.
THE ROLE
In this role, you will work under the Customer/Technical Support Manager guiding day to day activities around delivering technical support to Certinia customers and partners. Focused on ensuring quality case work and achievement of department KPI’s and objectives. Guides and leads the team in managing and prioritizing case work. Works to remove roadblocks impeding case resolution. Influences others to engage in the resolution of issues and ensures the right resources are engaged. Communicates team performance and quality of work to management. Provides performance improvement direction to the team and team members where appropriate.
WHAT YOU WILL DO IN THIS ROLE
Reviews the work of the team ensuring a high quality of work that contributes to achieving set KPI's.
Acts as an escalation point for challenging, urgent cases and alerts management of high priority issues that need attention
Effectively works with peers and leaders on a team-oriented projects
Feedback to Product teams from customer interactions with a goal of improving customer satisfaction and reducing the demand for support.
Mentors less experienced team members
Works with Management team on regular basis to ensure quality of support product
Works a limited number of cases to keep apprised of new product functionality and support challenges.
Identifies opportunities to create knowledge content to aid future problem solving and customer self service.
Provides feedback to the product teams on case trends and product issues, having an indirect effect on the Product life cycle and development.
Coordinates activities to assist customers experiencing a high volume of concurrent issues before the situation escalates.
Makes decisions pertaining to the prioritization and quality of work within the team and provides coaching where improvements could be made.
WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE
Leadership - Ability to understand and guide the team in achieving goals and improving key performance metrics.
Communication - Outstanding verbal and written communications with customers and colleagues in a clear and logical manner. Highly skilled active listener. Able to pick up on verbal visual queues to steer customer engagement approach.
Organization - employs excellent organization skills managing personnel queue of unresolved issues, prioritizing, and coordinating with customers to bring issues to resolution, and engaging in team/departmental initiatives.
Teamwork - Collaborates with colleagues and provides guidance to bring issues to resolution while building positive relationships.
Attention to detail - Able to bring the majority of issues to resolution while taking into consideration other factors that may not be overly apparent. Identifies other potential issues that customers may not be aware of and proactively works to remedy.
Troubleshooting - Leverages a sound troubleshooting methodology which ensures understanding of the customers issue, researching documentation, and replicating issues in the lab environment.
Problem solving - Able to resolve the majority issues independently while coaching colleagues in the troubleshooting process.
`Relationship building - skilled at building trusting relationships with customers and colleagues across multiple functional areas.
WHAT ELSE WOULD BE GREAT
Experience supporting applications built on the Salesforce platform
Strong understanding of one or more of Certinia’s product portfolio (PS Cloud, ERP Cloud, CS Cloud)
Proven experience delivering support to customers in alignment of case management best practices.
Familiarity with Certinia’s swarming and development processes
#LI-HJ1
#remote
