Tessitura · 10 hours ago

Support Manager

United States

Full-time

Remote

Mid Level

$92K/yr - $110K/yr

Maximize your interview chances

CRMInformation Technology

Culture & Values

Insider Connection @Tessitura

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Lead the Support Specialist teams through articulating our vision, energizing staff, inspiring and motivating using the vision and mission, and effective communication skills.

Contribute to strategy establishing strategic objectives, policies, and assignments for the teams.

Oversee the recruitment, selecting, and training of employees for positions within the support department.

Adhere to the Effective Manager Tools Trinity through developing management skills, one on ones, feedback, and coaching.

Evaluate how the support specialist staff are achieving the KPI goals, improving performance, and professional development plans.

Coordinate the documentation of Support Specialist policies & procedures.

Ensure systems and processes are in place for high quality on-going support, training/consultation, and incidents.

Serve as a member relationship escalation point for members of the Support Specialist teams.

Implement and execute member service standards and KPI’s on a monthly, quarterly, and annual basis.

Coordinate desk and on-call shifts scheduling.

Supervise high volume on-sale monitoring and facilitate internal cross-team communication to support successful on-sales.

Provide support feedback to development process with an aim to improve our Tessitura Software and Products and help weigh the priority of future enhancements.

Oversee the support participation in the product release process, ensuring that the updates resolve the reported issues, and that those resolutions are communicated effectively back to the members.

Facilitate internal, cross-team knowledge sharing and collaboration to support all Tessitura Software & Products.

Assume assignments for the annual user conference related to the planning, preparation, and presentation of sessions.

Serve as an escalation point for 24/7 global on-call support as well as communications on duty in rotation with the support leadership team.

Other duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Tessitura softwareCoaching skillsProject managementMember service commitment