Senior Manager, Global Technical Support

Overview

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.

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.

• Team Leadership:
  Manage and mentor a team of technical support professionals and/or 3rd party offshore provider in a high-performance environment.
• Team Leadership:
  Develop and retain talent, fostering career growth and progression for team members.
• Team Leadership:
  Drive consistent processes and SOPs for support delivery, including workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow.

• Strategy Development:
  Develop and implement support strategies and objectives that align with company goals.
• Strategy Development:
  Analyze support metrics to identify trends and areas for improvement.

• Resource Management:
  Manage resources effectively, primarily staffing across multiple time zones.

• Customer Engagement:
  Ensure high levels of customer satisfaction through effective support solutions.
• Customer Engagement:
  Actively engage directly with customers to build relationships, gather voice of customer feedback, and manage escalations.

• Process Improvement:
  Implement new technologies and tools, including AI, to enhance support efficiency.
• Process Improvement:
  Recommend workflow, platform, and support channel improvements to resolve issues and scale the use of new support practices.
• Process Improvement:
  Promote adoption and success of customers using self-service offerings, including knowledgebase, community, and training resources.

• Technical Expertise:
  Stay informed about the organization's products or services, as well as industry trends and best practices in technical support.
• Technical Expertise:
  Provide guidance to your team on complex technical issues.

• Crisis Management:
  Handle escalated or urgent technical issues effectively, providing leadership and support to your team during critical situations and following established incident processes.

• Training And Development:
  Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
• Training And Development:
  Conduct performance analysis based on support metrics and quality reviews, delivering in weekly/bi-weekly 1:1s.

• Cross-Functional Collaboration:
  
  Collaborate across functions to resolve escalated issues, fulfill customer needs, and improve supportability of products and services.
• Cross-Functional Collaboration:
  
  Contribute support feedback to product roadmap planning and enhancements.
• Cross-Functional Collaboration:
  
  Participate in the sales process to promote bookings growth for premium Support offerings.
• Cross-Functional Collaboration:
  
  Interact with all levels of leadership across Smarsh and clients as needed.

• Reporting And Analysis:
  Generate reports on support metrics and present findings to stakeholders.
• Reporting And Analysis:
  Use data analysis to drive decision-making and strategic planning.

• 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,…