Director Technical Support (Remote) at Vendavo (Atlanta, GA)
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We’re a growing team, and as we scale, so does our need to focus on expanding our Technical Support team.
THE OPPORTUNITY
- Drive process automation and systems optimization on a modern Technical Support technical stack.
- Lead a growing team of 30+ Technical Support reps and 3 Managers covering 24/7 Support
- Partner with other departments where necessary to ensure Support Team has proper training & enablement on all new product functionality
- Assure timeliness and quality of all customer interactions
- Monitor case volume and level of difficulty to drive capacity, training, and performance of team
- Create and modify day-to-day procedures for the Technical Support team
- Handle customer escalations as required
- Iterate and improve standard operating procedures for improved customer services and employee engagement
- Mentor, guide and provide feedback to managers and team members include career pathing
- Complete weekly administrative tasks including approval timecards, PTO, and sick time to ensure appropriate resourcing
- Regular reporting and analysis of cases to inform Technical Support, Product and Engineering company roadmap/decisions
- Collaborate closely with Engineering, Professional Services and Cloud Operations teams to analyze root cause of Support Issues and improve processes and technology to reduce future issues.
- Engage and strategize with all departments within Vendavo to provide the best customer experience possible
- Other duties as assigned.
THE SKILL SET
- 7-10+ years of relevant experience in a leadership role of multi-national support team
- Good understanding of technical issues and opportunities related to modern cloud infrastructure and operations
- Strong leadership skills in managing a team of 30+ individuals and providing the motivation, coaching, and development to grow your team’s careers
- Ability to build diverse and inclusive teams that deliver results
- Demonstrable experience building high trust, high performance teams
- Ability to create and execute a strategy to grow the Vendavo support team including international expansion to low-cost region to support 24/7, more stringent SLAs (Service level agreements) for enterprise customers and support new enablement services
- Ability to lead change and be comfortable with ambiguity
- Excellent written and verbal communications skills; ability to communicate with impact and motivate a team toward strategic targets
- Proficient in using software programs and technology, including Splunk, HipChat, Slack, Microsoft Office, Vendavo (a bonus)
- Strong technical background with comprehensive experience using enterprise software, e.g. Zendesk, SAP, SF.com, Netsuite, Oracle, ServiceNow
- Technical degree or extensive technical experience building and using software
THE BENEFITS
- Flexibility to work from home or in the office, depending on what works best for you
- Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take vacation during the year to ensure dedicated time to spend with loved ones, explore, rest and recharge
- 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
- 16 weeks of paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
- $110 a month to cover your cell phone and internet expenses
- High-end laptop (Dell XPS or Mac)
- Competitive pay and bonus/commission
- Comprehensive health, detail, vision, and mental benefit options (PPO, FSA, HSA)
- 401k plan with a 3% employer non-election contribution
THE VENDAVO STORY
Vendavo partners with the world’s leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors like Ford, Avnet, and Medtronic to manage, optimize, and digitize their end-to-end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers. We are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people.
OUR SAAS PRODUCTS
Our B2B pricing and selling solutions include Vendavo Intelligent CPQ, Margin Bridge Analyzer, Profit Analyzer, Business Risk and Sales Alerts, Vendavo Sales Optimizer, Deal Price Optimizer, Vendavo Pricepoint, and Rebate & Channel Manager. You can learn more about our products here.
OUR FUNDING
We are backed by two of the top high-tech private equity firms in the world, have excellent financial health, and boast the top SaaS retention in our space.
OUR CULTURE & YOU
We collaborate with our customers unlike any others in our industry. Anchored in our values (Honor Our Commitments, Results Matter, Easy and Enjoyable, Innovative Wisdom, and Celebration of Community), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners.
Unlocking opportunities for our customers would not be possible without our employees. When you are part of Vendavo, you’re part of a company that’s committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments.
California residents applying for positions at Vendavo can see our privacy policy here.
OUR TEAM IS GROWING. YOU WILL TOO.
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