Manager - Technical Support

Job Description

About the Company: Clari uses AI and automation to drive growth and retention for high-performing revenue teams. Claris market-leading Revenue Operations Platform is currently processing over $300 billion in pipeline each year and is used by over 100,000 marketing, sales, and customer success professionals across 170 countries. Customers include market leaders like Adobe, Zoom, Qualtrics, UiPath, Okta, and Workday. We constantly hear from our customers that Clari is required equipment, and that weve changed their lives and the trajectory of their businesses. It never gets old, and we never take it for granted. Together, we help others realize their fullest potential by transforming their revenue operations to be connected, efficient, and predictable. About the role: As a Manager - Technical Support, you will manage all aspects of India customer support, leading a growing Clari Support team of 5+ person organizations in a high-growth Cloud environment. The ideal candidate will have Enterprise experience in leading customer support specifically in SaaS businesses as well as domain expertise in the Sales Operations/Revenue Operations area. Responsibilities - Oversee team interactions while maintaining a culture of clarity, simplicity, and excellence delivering an amazing customer experience - Ensure the team is aligned on the mission, vision, and direction of Clari and the Support organisation- Manage individual and team performance and goals- Engage in continuous improvement efforts - understand the why behind support ticketsIdentify and remove roadblocks- Develop and maintain key cross functional relationships- Manage and address customer escalations through resolution - Ensure all internal and external SLAs are met- Participate in regular operational reviews- Drive key performance indicators that deliver the best customer experience and productivity Requirements: - 4+ years experience in managing support teams including tier 1 and tier 2 support engineers- Strong track record of recruiting, developing, and retaining talent- Strong Enterprise customer experience with the ability to communicate effectively with customers- Experience with SFDC, CRM, Marketing, Renewal/Churn, Forecasting, and other Revenue Operation systems and processes- Experience in working with cross-functional teams including Customer Success, Sales, Product Management, and Engineering- Passion for delivering outstanding customer experience; customer-focused, enthusiastic, positive and service-oriented- Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability- Ability to effectively prioritize and escalate customer issues as required- Detailed, organized, and results-oriented- Team player who enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectationsYoull often hear our CEO talk about Being Remarkable . To Clari, remarkable means many things. First and foremost, we believe in providing work thats interesting and meaningful, in an environment thats nurturing and inclusive, that is free from discrimination for each and every team member without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. Efforts have to be recognized. Voices have to be heard. And work/life balance has to be baked into the very fiber of the company. We are honored to be recognized by Inc. Magazine and Bay Area News Group as a best place to work, several years running. Wed love to have you join us on our journey to remarkable!,

Keyskills :
communication skillscontinuous improvementkey performance indicatorstier 2team performancecustomer supportcustomer experienceverbal communicationproduct management