Support Manager

Company Description

insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity. Learn more at insightsoftware.com

Job Description

We are seeking a dynamic and passionate individual to join our team as a Support Manager. The ideal candidate will excel in fostering strong, collaborative relationships within a product support team. The successful candidate will be highly organized, an effective communicator, and possess a proactive and innovative approach to problem-solving. As the Support Manager, you will play a pivotal role in driving excellence and ensuring the delivery of exceptional support services to our valued clients. 

Responsibilities: 

• Lead and optimize Technical Support outcomes, efficiency, and KPIs. 
• Implement operational improvements to streamline processes, leverage automation, eliminate inefficiencies, and enable scalability. 
• Foster an environment of innovation and continuous improvement to reimagine our support delivery. 
• Mentor team members to provide customer-centric support, considering customer preferences, troubleshooting methodologies, call handling skills, proactive diagnostic techniques, and guiding customers toward self-service support options. 
• Identify training needs and schedule ongoing education focused on career development and upskilling. 
• Manage and lead the Technical Support team, including resource management, hiring, mentorship, and performance management. 
• Review and respond to customer feedback from surveys and other sources, acting on feedback to resolve issues permanently. 
• Serve as a management-level escalation point, turning escalations into opportunities to convert customers into promoters while addressing systemic issues. 
• Stay informed about product plans and schedule training for the Technical Support team. 
• Analyze customer trends and adopt knowledge-centric support standard processes. 
• Engage closely with Engineering Teams to address customer concerns regarding escalation processes, response times, problem resolution, establishing SLAs, and identifying top case drivers and enhancements. 
• Demonstrate a proven track record of collaboration with the Center of Excellence (CoE) in India. 

Qualifications

Job Qualifications: 

• Education: BS or MS in Computer Science or equivalent experience. 
• Experience in a technical support environment, handling complex software issues.
• Experience of Budgeting/Planning financials
• Global Collaboration: Knowledge of global support processes and effective collaboration with international teams. 
• Analytical Skills: Proficiency in collecting and reporting support metrics, and identifying areas for improvement. 
• Professionalism: Confidence and professionalism in interactions with executives and customers, especially in high-profile or high-impact situations. 
• Leadership: Proven track record of leading complex processes and driving continuous improvement. 
• Customer Focus: Strong commitment to customer satisfaction and quality service. 

Additional Information

All your information will be kept confidential according to EEO guidelines.

• Knowledge of a second language a plus

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.