Mgr. Product Support

Develop strategies, operating plans and manage the execution within the Product Support team to provide consistently high-quality service which drives customer success Provide guidance to your direct reports on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction Proficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needs Identify and implement process improvements which increase team efficiency, effectiveness, and the customer experience Ensure that the team documents, tracks, and manages all support requests, communications, and actions in the Salesforce CRM system Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences Promote Knowledge Centric Support (KCS) practices - team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results Provide leadership in resolving issues related to inter-departmental workflow and processes Meet or exceed the established service level objectives for the Product Support team Act as a primary management escalation resource for customer and internal feedback pertaining to the team Participate in late & weekend shifts on a rotational basis Participation in on-call rotations is required to provide occasional after-hours support This position requires being onsite in an office at least 3 days per week. 3+ years of people management experience in a customer support or technical support environment Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence, and building strong customer relationships Strong leadership, teamwork, influencing, mentoring, and coaching skills Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills Knowledge of support tools for issue tracking and knowledge management HR, Payroll, Time and Labor and/or HCM domain experience BA/BS degree in Management, Computer Science, Information Technology, or a related technical discipline such as Engineering