Solarwinds Inc. Sr Mgr, Technical Support in Fort Bonifacio, Philippines
SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to more than 100,000 customers worldwide - from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today's complex IT environments. SolarWinds' growing online community, thwack, is a gathering-place for problem-solving, technology-sharing, and participating in product development for all of SolarWinds' products. Learn more today at http://www.solarwinds.com/
The Senior Manager, Technical Support is responsible for the managing and leading Technical Support Teams from the Manila Customer Support team. The team is responsible for delivering knowledge via phone and email to resolve customer issues in a timely manner to help customers be successful with their Solarwinds products. The team also contributes to developing knowledge articles and providing information and insights on product performance to Engineering and Product Management as well as contributing to improvement initiatives in Worldwide Customer support. This role plays an important part in supporting Sales and Renewals teams to be successful in reaching their goals thus supporting Solarwinds revenue growth.
This role is based in Manila and reports to the Director of APAC Customer Support.
Customer Service Delivery
Use dashboards and other systems to understand the detailed operational metrics and manage the performance of the team. Be in full operational control of the team’s service levels and understand trends and areas for attention.
Lead and develop a team culture where Customer service and Sales support and alignment is of paramount importance, critical to Solarwinds success and critical to success of the Customer Support department.
Work with the team to continually strive to improve customer satisfaction and loyalty so that Customer Support can positively impact Sales and Renewal revenue growth in the company.
Support customer self-service strategy, contributing to development of knowledge based articles.
Be aware of, articulate and represent the emerging/changing Customer Support requirements and Sales support requirements of customers so that timely action plans can be defined and implemented.
People management and organizational leadership
Deliver employee SMART goals to develop a results oriented culture within the Manila team consistent with Customer Support strategic objectives.
Apply performance management processes that recognizes and develops strong performance and addresses poor performance through development, counselling or other means.
Apply employee development process providing employee regular development feedback and actions. Build organizational resilience with succession plans for critical skills and critical roles.
Create a ‘great place to work’ culture with appropriate communications and application of reward and recognition processes and career development framework.
Lead the team by embodying the Customer Support values and driving strategy implementation. Focus the team as required balancing project goals with tactical daily operational execution.
Sales and Maintenance Renewal Alignment
Manage relationships with Sales and Maintenance Renewal team to proactively understand Support requirements for revenue opportunities and managing help requests and escalations with urgency, by coaching the team and personal involvement as needed Continuous improvement
Lead and promote a culture of innovation and continuous improvement by understanding the systemic root causes of operational issues and implementing robust corrective actions as required. Coach and coordinate training delivery to upskill the team as needed.
Optimize and balance the relationship between improving customer satisfaction, productivity and cost whilst maintaining a positive culture and great place to work.
Collaborate with Director APAC Customer Support and global Support leadership team to support implementation Customer Support improvement plans in the organization.
Collaborate and manage relationship with Sales and Renewals teams to be successful in reaching their goals thus supporting Solarwinds revenue growth. Keep Sales and Maintenance Renewals updated on Support improvements and on Customer Service and escalation status and plans.
Technology/engineering degree, preferably in IT or computer hardware/software discipline.
Business aware – Understanding the effect that Customer Support has on overall Customer relationship and on the overall revenue of the business.
At least 8 years’ experience in technical support leadership role from the IT industry, preferably software or network/infrastructure.
Experience managing external customer Technical Support, including experience of supporting Enterprise customers. Knowledgeable with various channels of delivering Customer support and the processes and performance metrics behind each.
Experience leading regionally dispersed teams and projects, including managing remote team members an advantage
Experience in working in a global company, collaborating effectively with peers and teams across the world, culturally aware of other Geographies and flexible to work across time zones and travel when required.
Experience managing discretionary cost to a budget.
General management competencies including planning and organizing, the ability to delegate and develop teams, create confidence throughout the team and with managing stakeholder relationships.
Able to manage and support and guide the team through change by providing context, communication, listening, and striving for results.
Results orientated able to achieve results on tactical day to day operational deliverables as well as on improvement projects. Passion for customer care and exemplary internal and external customer focus.
Personal drive and passion for the role, the team and building a positive Customer Support team brand through results. Trustworthy and highly ethical. Positive an optimistic.
Resilient and the ability to manage relationships and manage and resolve conflict where required.
Demonstrated people leadership skills with ability to engage and motivate people at all levels of the organization. Well-developed communication skills including English written and spoken.
Work schedule: night shift, Mondays-Fridays
Willing to work Holidays
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
Job ID 2016-8498
# Positions 1
Location PH - Fort Bonifacio, Taguig
Category (Candidate Search) Support
Position Type Permanent