Sr. Manager, Customer Support

Reporting to the VP of Customer Support, the Manager of Support Services is responsible for leading a technical support team responsible for Tier 1 and 2 support tasks. The Manager will provide strategic direction and day-to-day leadership for the Customer Support team and be personally involved in customer relationship management. In addition to a strong technical foundation, this person must be an involved leader that sets an example for their team to follow, and works to build true leaders on their team. This person will communicate regularly with their team and have an operational awareness of ongoing events and customer status. They will also be responsible for working to attain prescribed KPIs and perform regular analyses of service levels and performance data to ensure consistently high Quality of Service. The Manager will also lead their team in the adoption of strategies, tools, systems and practices that will allow us to serve today’s customers with excellence.

Essential Duties/Responsibilities

• Other job-related duties and project participation as required.
• Track monitor and report on the Support Key Performance Indicators and other performance metrics.
• Develop and cultivate strong relationships with customers and handle escalations effectively.
• Act as an effective manager in optimizing and improving the team’s processes, workflows and functions and help with their professional growth.
• Lead a customer service team in setting and achieving company, and individual goals.
• Ensure your team has reliable systems for incident reporting, trouble ticketing, tracking and reporting problems are in place and effectively used, and that SLAs for response and problem resolution are met or exceeded.
• Drive systemic trend analysis of support issues and root cause analysis for severe or chronic problems.
• Work to maintain Customer Support excellence and ensure a high level of customer satisfaction and Net Promoter Score.
• Hire, train, lead and manage performance of a team of technical support professionals in providing 24x7x365 customer support and network operations services to SoundThinking’s customers, partners and third party service providers.
• Monitor, teach, and support effective triage/prioritization, troubleshooting and resolution of application, network, system, and remote hardware and software problems. Resolve complex problems using a combination of masterful techniques and strong technical skills.

Minimum Qualifications

• Strong problem-solving skills.
• Strong analytical, reporting and presentation skills.
• Strong communication skills, and the ability to effectively communicate across disciplines.
• Excellent understanding of customer support practices, KPIs and metrics.
• Strong technical background and ability to provide leadership and direction to the team on technical matters.
• Strong ability to interact with internal and external customers.
• Prior experience in Public Safety strongly desirable.
• Minimum of 5 years people and process management experience in a Customer Service or Support environment.
• Minimum of a bachelor’s degree in technical, business or management fields or equivalent qualifying experience and training.
• Strong management skills and proven experience
• Experience in common CRM systems.

SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SoundThinking’s employees to perform their job duties may result in discipline up to and including discharge. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at +1.510.794.3183 or [email protected] for assistance.

Note: The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.

The above salary range is based on a good faith estimate made at the time of publication and may be modified in the future. The pay offered to a candidate may vary within this range depending on factors such as education, experience, and geographic location.