Sr. Manager, Technical Support

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.

About the Role

Senior manager role as part of Global Technical Support leadership team. Will lead regional team responsible for supporting our mobile capture applications and archival platform. Responsible for overall support delivery, customer satisfaction, and service excellence. Key focus areas include SLA adherence for response and resolution, support readiness, and team development. Collaborates closely with Smarsh cross-functional leadership, especially product teams to ensure product supportability. Responsible for driving resolution of escalated issues and related customer communications. Promotes awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution.

Essential Functions

• Leads frontline and backline support delivery teams, ensuring adherence to SLAs/SLOs, while driving an exceptional experience for Smarsh customers and partners.
• Provides input to definition and execution of support delivery strategy.
• Understands the full spectrum of business problems and what drives client success and failures with related product/services.
• Drives consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow.
• Implements policies when selecting methods, techniques, and evaluation criteria for achieving business results.
• Cross-functional collaboration and leadership to resolve escalated issues, fulfill customer needs, and proactively improve supportability of products and services. May include helping to plan future product roadmaps and releases, prioritize fixes/enhancements.
• Builds high performing teams by attracting, developing, and retaining talent. Foster career growth and progression for team members.
• Recommends workflow, platform, and support channel improvements to enhance the customer experience and efficiently deliver support.
• Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.
• Actively engages directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
• Ensures team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web, and community.
• Leads customer escalations or 3rd party support coordination to resolve issues for critical accounts, including incident management as required.
• Conducts performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback.
• Promotes adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• Leads the identification and implementation of “shift left” changes to increase resolution rate and accelerate time to resolution. Conceive, develop, and deploy innovative approaches to resolve issues and scale the use of new support practices.
• Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
• Nurtures lead generation across team to upsell additional value to customers.
• Participates in the sales process to promote bookings growth for premium Support offerings.
• Interact with all levels of leadership across Smarsh and clients as needed.
• Other duties as assigned. 

Education and Experience

• BS/BA degree in technical related field or industry/career equivalent experience.
• Requires 7-10 years of experience in technical support, with 3-5 years successfully leading technical support organizations
• Experience with mobile/unified communications, enterprise social software, community networks, and public instant messaging applications highly desired.
• Understands data archival solutions and their compliance/regulatory requirements.
• Passion for helping customers and team members succeed.
• Ability to analyze data and implement operational improvements.
• Exceptional verbal, written and interpersonal communication skills.
• Time management, critical thinking, and creative problem-solving skills.
• Proven team leadership and/or crisis management, preferably in a technical support environment.
• Strong influence and negotiation experience to drive win/win outcomes.
• Project and program management experience.
• Prior experience with KCS and Self-Service highly desirable.
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.
• Manages activities of two or more disciplines or a single department with oversight of a broad range of work.
• Translates functional plans into operational processes and work plans and delegates assignments to the correct subordinates based on type and level of work.
• Develops, modifies, and executes company policies that affect operations and may have company-wide effect.
• Oversees experienced level professionals and/or may be responsible for subordinate managers or team leads. Frequently advises team(s) on moderately complex matters.

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.