Manager, Field Solutions & Support

Business Area:

Business Ops & IT

Seniority Level:

Mid-Senior level

Job Description: 

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

The mission of the Manager, Field Solutions & Support is to drive innovation and continuous improvement of the core systems used by Cloudera’s global Field and Support Organizations. The Manager will work closely with Support, Commercial Operations and Field leaders along with subject matter experts to identify, recommend, develop, implement, and support robust, scalable and cost-effective technology solutions.

The Manager, Field Solutions & Support will lead a team of talented individuals internationally that are responsible for the administration, configuration and issue resolution of the Sales & Support platforms and tools. The Manager will also liaise with developer teams and other system administrators to ensure any necessary application customizations are designed to meet the needs of our Field & Support organizations. The Manager also will ensure that the team meets service level agreements and project delivery milestones by adhering to best practices and proper resource allocation.

As the Manager, Field Solutions & Support you will:

Planning:

• Ensure that applications meet business requirements and systems goals, fulfill end-user requirements, and identify and resolve systems issues

• Review and analyze existing applications effectiveness and efficiency, and then develop strategies for improving or leveraging these systems

• Cultivate and disseminate knowledge of application-usage best practices. Plan and prioritize systems roadmap based on company OKRs and business unit objectives

• Create budget proposals and funding requests to support projects

Acquisition & Deployment:

• Research and make recommendations on software products and services in support of procurement and development efforts

• Analyze documentation and technical specifications of any new application under deployment or consideration to determine its intended functionality

• Produce cost-benefit analyses and secure executive sponsorship and budget for platform acquisitions or system improvement projects. Assist Procurement in negotiating best pricing with platform vendors

• Ensure that any new software integration meets functional requirements, system compliance, and interface specifications

• Contribute to the pre-testing phase of development by evaluating proposals in order to identify potential problem areas, and make the appropriate recommendations. Liaise with software vendors for prompt rectification of any problems or emergencies

Operational Management:

• Manage and provide guidance for the Field Solutions & Support Team in support of sales operations and enablement

• Liaise with system administrators and developers to assist with quality assurance, program logic, and data processing

• Manage vendor contracts and review utilization prior to renewal

• Hold consultants accountable to delivery of milestones on time and within budget

• Coordinate with the Field Enablement team on the development and communication of training and documentation for end users, hold clinics as necessary, and other user-related activities.

• Develop, distribute, and coordinate in-depth end-user reviews for modified and new systems or applications

People Management:

• Coach and empower direct reports to deliver best in class Solutions and Support for internal customers

• Develop direct reports to affect career progression and skills development.

• Act as a mentor outside of your immediate org to support wider development of lateral teams

We're excited about you if you have:

• Minimum of 5 years of experience in Operations and/or IT Application Management. Plus a minimum of 3 years of experience managing direct reports in a global organization

• B.S. or B.A. degree in Business Administration, Management, Project Management, Computer Science, Engineering or related field (M.A. or M.S. preferred) or equivalent experience

• Experience managing technical teams - onshore/offshore, internal/external. Experience in working with cross-functional project teams to deliver solutions.

• Experience with Agile project management and delivery. Experience estimating project costs and managing annual budgets.

• Experience with customer support solutions such as Salesforce ServiceCloud. Experience with other sales-oriented platforms or Salesforce add-on packages for prospecting, forecasting, CPQ, channel management, account and territory planning, and data quality.

• Ability to adjust and set priorities to meet deadlines. Ability to effectively manage system support/helpdesk and/or development teams.

• Strong written and verbal communication skills, including presentation skills. Strong persuasion and negotiation skills, including conflict resolution skills.

• Ability to work effectively in a professional manner with technology staff, business stakeholders, end users, management and others outside the organization.

• Highly self-motivated and directed and able to drive large-scale projects

• Excellent analytical, mathematical, and creative problem-solving skills. Strong customer service orientation. 

• Willingness and ability to travel to remote office locations (2x/year)

• Proficiency with G-Suite and/or Microsoft Office products

What you can expect from us:

• Generous PTO Policy 

• Support work life balance with Unplugged Days

• Flexible WFH Policy 

• Mental & Physical Wellness programs 

• Phone and Internet Reimbursement program 

• Access to Continued Career Development 

• Comprehensive Benefits and Competitive Packages 

• Paid Volunteer Time

• Employee Resource Groups

Cloudera is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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