SoundThinking Looking for Sr. Manager, Customer Support at Remote Full Time

Reporting to the VP of Customer Support, the Manager of Support Services is responsible for leading a technical support team responsible for Tier 1 and 2 support tasks. The Manager will provide strategic direction and day-to-day leadership for the Customer Support team and be personally involved in customer relationship management. In addition to a strong technical foundation, this person must be an involved leader that sets an example for their team to follow, and works to build true leaders on their team. This person will communicate regularly with their team and have an operational awareness of ongoing events and customer status. They will also be responsible for working to attain prescribed KPIs and perform regular analyses of service levels and performance data to ensure consistently high Quality of Service. The Manager will also lead their team in the adoption of strategies, tools, systems and practices that will allow us to serve today’s customers with excellence.

Essential Duties/Responsibilities

• Hire, train, lead and manage performance of a team of technical support professionals in providing 24x7x365 customer support and network operations services to SoundThinking’s customers, partners and third party service providers.
• Lead a customer service team in setting and achieving company, and individual goals.
• Track monitor and report on the Support Key Performance Indicators and other performance metrics.
• Ensure your team has reliable systems for incident reporting, trouble ticketing, tracking and reporting problems are in place and effectively used, and that SLAs for response and problem resolution are met or exceeded.
• Develop and cultivate strong relationships with customers and handle escalations effectively.
• Monitor, teach, and support effective triage/prioritization, troubleshooting and resolution of application, network, system, and remote hardware and software problems. Resolve complex problems using a combination of masterful techniques and strong technical skills.
• Drive systemic trend analysis of support issues and root cause analysis for severe or chronic problems.
• Work to maintain Customer Support excellence and ensure a high level of customer satisfaction and Net Promoter Score.
• Act as an effective manager in optimizing and improving the team’s processes, workflows and functions and help with their professional growth.
• Other job-related duties and project participation as required.

Minimum Qualifications

• Minimum of 5 years people and process management experience in a Customer Service or Support environment.
• Minimum of a bachelor’s degree in technical, business or management fields or equivalent qualifying experience and training.
• Prior experience in Public Safety strongly desirable.
• Strong technical background and ability to provide leadership and direction to the team on technical matters.
• Excellent understanding of customer support practices, KPIs and metrics.
• Strong problem-solving skills.
• Strong analytical, reporting and presentation skills.
• Strong ability to interact with internal and external customers.
• Strong management skills and proven experience
• Strong communication skills, and the ability to effectively communicate across disciplines.
• Experience in common CRM systems.

SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.