• Senior Support Operations Manager

    Location US-NC-Durham, NC
    Job ID
    2018-10746
    # Positions
    1
    Category
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds MSP
  • Overview

    We are seeking a Support/Customer Success Operations Manager (individual contributor role) who will be responsible for the complete project lifecycle starting from an idea through planning, implementing and measuring efficacy for multiple projects of various sizes. Candidate must have strong analytic and problem-solving skills since this role will also be responsible for analyzing data from multiple sources to identify bottlenecks and/or workflow issues. As a member of our Support and Customer Success Operations team you will be responsible to provide proactive and efficient solutions for Customer Success and Support which will allow us to move at greater velocity as our business grows.

    Responsibilities

    • Identify and develop metrics and scorecards to instrument our customers’ journey through Support/Customer Experience. 
    • Determine effectiveness of our Customer Self Service portal and create plans to improve utilization.
    • Identify opportunities to reduce effort for our Customers and Support Geeks (reps) by analyzing available data. From this analysis, recommend changes and then lead the project to implement improvements.
    • Review current systems and related workflow to identify opportunities to streamline processes and allow Support Geeks to focus more time helping customers. 
    • Take content from outside sources (books/blogs/other systems/past experience etc.) and consider how those ideas can be integrated into our systems. Present recommendations to leaders and then work to get these changes implemented.

    Qualifications

    Attributes needed for success:

    • Others focused
    • Curious in everything you do
    • Works well with others
    • Successfully leverages collaboration to solve problems
    • Very analytical and detail oriented

    Requirements:

    • Project Management experience of 4 to 6 years relevant experience creating and managing projects through to completion.
    • Support, customer experience or customer success domain knowledge is very important so past experience should reflect working in these areas.
    • Experience utilizing advanced Excel functionality.
    • Proficiency with Microsoft Project, Word and Outlook.
    • Experience using Salesforce Service Cloud and Communities.
    • Excellent written and verbal skills.
    • Technical or analytic degree is strongly preferred.

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