Verint Systems, Inc. Sr. Manager, Product Support in Alpharetta, Georgia
Sr. Manager, Product Support
Job ID 13282
Overview of Job Function:
The Customer Support Organization provides Verint’s installed customer base with post-implementation technical support services for the full line of Verint CES software offerings. The Sr. Manager, Product Support provides management oversight, leadership, guidance and direction to the assigned technical support leaders and individual contributors aimed at providing a great customer experience in accordance with established service level agreements as well as productivity, quality and customer satisfaction metrics. In addition the role will consult or advise on the progression of the support service requests being worked by members of the team and may assume responsibility for internal and external communications on escalated and/or otherwise sensitive customer situations. The Sr. Manager may serve as an escalation point for other managers or supervisors. The role may also assist in the mentoring and/or onboarding of other managers or supervisors.
Principal Duties and Essential Responsibilities:
Lead, manage and motivate a group of technical support staff. Participate in the selection, performance management, developing, mentoring, coaching, etc. of these roles.
Lead and guide front line leaders in their leadership development process.
Foster teamwork, collaboration and accountability both within the team managed and throughout the Support organization.
Drive employee professional development and ensure team readiness to meet the requirements and needs of the customers. Continuously identify areas for improvement in the areas of knowledge, process and employee soft skills, including identifying and planning for the remediation of training gaps within the Support organization.
Set one-to-three year direction for the team to support the broader organizational strategy; present roadmaps and strategy to leaders and stakeholders.
Perform escalation management for internal and external customer/partner support issues.
Participate and lead department-wide, enterprise-wide and/or global projects and initiatives.
Establish and manage goals, processes, and business KPIs regarding the performance of team in order to optimize customer satisfaction and the customer experience through efficient and timely issue resolution.
Develop and manage offsite and/or offshore teams as required.
Establish and build relationships cross-functionally with key stakeholders, and take ownership of opportunities to improve the customer experience, including customer escalations.
Oversee the support of multiple products and/or applications.
Bachelor’s degree in Business, Engineering, Computer Science or technical related field, or equivalent experience
Minimum of 6 years progressive management responsibility, with 10 years overall functional experience
Ability to provide technical leadership in a variety of technical support scenarios
Ability to mentor and guide other leaders within the enterprise
Ability to run a support operation and lead people; demonstrated ability to analyze, manage, and improve the performance of technical resources
Demonstrated ability to build credibility in order to drive change by persuading stakeholders across the enterprise
Ability to work cross-functionally to maintain effective working relationships between Support and other functions
Strong written and verbal communication skills
Project management skills
Customer-service focus and innate drive to assume ownership of an opportunity to improve the customer experience
Proven decision making and problem solving skills that demonstrate the ability to access and understand the broad impact of decisions made
Highly motivated, hands-on manager
Strong knowledge of technical support center operations
Technical aptitude with familiarity with technology software and tools
Ability to work in a fast-paced, fast growing and dynamic environment
Ability to work non-standard business hours as needed
Travel up to 10% as needed
Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations
Customers may request that additional checks be conducted on Verint employees. Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed based on our customers' requirements.
5 years’ experience in a manager-level support role overseeing teams supporting enterprise software solutions; experience supporting customer’s software solutions deployed on premise and/or in the cloud
Working knowledge of workforce management applications
Significant understanding of networking and protocols (TCP/IP, SMTP, etc.)
Technical support or solution design role for an enterprise software company
Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols
Knowledge of system development life cycle (SDLC)
Knowledge of Oracle, Salesforce.com Service Cloud or other 3rd party incident management solution
As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.