Agiloft · 1 day ago
Named Support Manager
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Establish best practices for the Named Support team to follow which result in reliably elevated support experiences
Assist with individual issues – including documenting issues, filing and following up on customer problem tickets.
Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
Follow all ticket SLA and notation departmental guidelines
Become knowledgeable about Agiloft and products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel and Salesforce
Have regular meetings with team members to provide coaching & mentoring
Assist in hiring, onboarding, coaching and performance managing your team
Document development feedback for the team for use in year-end reviews
Assist Director of Customer Support with other miscellaneous assignments
Other duties as assigned
Qualification
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Required
5+ years of Customer Support, Technical Support, or Customer Success management experience for an enterprise support organization
Expertise in customer experience with a proven record of developing customer-facing strategies to drive customer satisfaction and retention
A customer-centric mentality, the ability to empathize, prioritize, and drive resolution for customer issues
Proficiency in business process innovation and improvement
Experience in successfully building and leading diverse teams
Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program.
Excellent trouble-shooting and analytical skills, desire to solve problems and make things work.
Excellent written and verbal English communication skills.
Ability to manage multiple tasks and set appropriate priorities.
Preferred
Experience in building out and driving effective expectations for a premium support team
Proven ability to influence and drive results across department lines without formal authority
Experience with enterprise Java preferred
Experience with Linux server background preferred
Virtual Machine management experience a plus
Experience with database concepts, web-based technologies, and operating systems.
Benefits
Floating holidays
Quarterly, no-questions-asked wellness day
Company
Agiloft
Agiloft develops a contract management software designed for automating the processes for competing vendors.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$45MKey Investors
FTV Capital
2024-05-30Acquired· by Kohlberg Kravis Roberts
2020-08-17Private Equity· $45M
Leadership Team
E
Eric Laughlin
CEO
Laura Parker
Regional Vice President of Sales
Recent News
2024-06-01
2024-05-31
Company data provided by crunchbase
