Senior Manager, Customer Support (Shift - 10am -7pm PT)

Sr. Customer Support Manager Location: Palo Alto, California Shift: 10-7pm PT The Customer Support Manager is responsible for all aspects of customer post-sales support to our US based customers and partners. Secondarily, the US support team is responsible for handling support requests using the follow-the-sun model and provide support for other geographies such as APAC and EMEA requesting assistance. As a Support Manager, your passion for exceeding customer expectations will flourish as you lead a team of high caliber Support Engineers in delivering exceptional customer experience to our global customer base. You will be responsible for the management, professional growth and development of the team. As a key member of the leadership team you are also responsible for delighting our customers, developing excellent staff and achieving both tactical and strategic business devel opment objectives. This role requires a high level of professional communication to all stake holders. The Manager of Customer Support is also responsible for short and long-term performance man agement of his/her direct reports, including managing individual operational indicators, written performance reviews, and career planning. Responsibilities include: Manage the business and operational excellence of our customer support organization • Implement the service delivery strategy defined by the organization. Ensure that quality and service delivery standards are met and exceeded • Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives Manage the support operations and performance activities, customer satisfaction • Drive operational improvements as it relates to customer satisfaction Represent the Services functions as necessary on product teams and in various other Rubrik decision-making forums Evaluate and develop staff Manages the activities of a group/department of technical support engineers and leads respon sible for providing remote technical support to resolving customer issues • Closely monitoring top support issues after product launch, identifying gaps across all Support tiers worldwide in support tools / resources needed to better support new features. • Ability to identify support tasks that can be automated Collect and analyze support center metrics to guide decisions about product and support quality Handle escalations, initiate conference calls, drive escalations to positive closure by providing timely status update all the stakeholders Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly • Experience with phone home and proactive support best practices Education Experience: A Bachelor’s degree in any discipline At least 7-10 years of experience working in technical customer support organizations. • At least 3 years’ experience as a people manager in support organizations, including a proven track record of hiring and mentoring employees. General Skills Excellent written verbal communication skills Planning, Decision Making, Staffing, Process Improvement Excellent interpersonal and teamwork skills Should ensure a high level of quality in process deliverables Self-driven, proactive, hardworking, team-player with a good sense of humour • Should be open to work in any shift timing Position Risk Designation section: This position carries duties and responsibilities involving the U.S. Federal Government’s interests. The selected incumbent may be subject to one or both of the additional background checks with periodic re-screening as noted below: Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)). Position Risk Designation: Non-Sensitive ... (truncated, view full listing at source)