Product Support Manager
17d ago


As part of Bronto's Client Services team, the Managerwill play a key role in growth of the support team. The Manager will supervisethe activities of Customer Service Associates with the responsibility forresults in terms of customer satisfaction and case resolution.

In this opportunity, you will :

Act as escalation point for customers and seniormanagement on customers' behalf.

Manage workload among team members, includingimplementation of innovative case management or capacity management techniques.

Work with peer managers to ensure consistent global24x5 coverage

Work with our Engineering team on escalations anddrive bug resolution

Assume a leadership role in the organization, workcross-functionally to drive product improvements.

Identify and work on issues that impact customersglobally.

Participate in cross-functional projects involving teams fromengineering, sales, services and marketing.

The manager handles escalations and assumesownership for the end-to-end customer experience.

Preferred Qualifications

College degree in technical field

5+ years’ experience in leading teams consisting of8 to 10 members

Experienced in identifying complex issues andresolving complex problems

Strong people management, leadership, and conflictmanagement skills.

Proficient at building high performance teams anddeveloping people.

Outstanding ability to work cross-functionally andbuild business partnerships with customers.

Ability to formulate and deliver complexpresentations

API and JSON experience

Support experience in SaaS environment

Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.

This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services.

A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills.

You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals.

Your team is likely to be comprised primarily of technical or other professionals.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and / or functional peer group managers.

May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).


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