At a glance
- Experience
- 2+ years experience
- Location
- Cork
About the role
- The Manager, Customer Support role is responsible for all aspects of customer post-sales support to our customers and partners in the EMEA region and globally.
- As a Support Manager, you will lead a team of high caliber Support Engineers, managing their professional growth, development, and performance.
- This position requires a high level of professional communication to all stakeholders and involves achieving tactical and strategic business development objectives.
Responsibilities
- Implement the service delivery strategy defined by the organisation.
- Manage the business and operational excellence of our customer support organisation.
- Ensure that quality and service delivery standards are met and exceeded.
- Collaborate with other organisation such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives.
- Manage the support operations and performance activities, customer satisfaction.
- Drive operational improvements as it relates to customer satisfaction.
- Represent the Services functions as necessary on product teams and in various other Rubrik decision-making forums.
- Evaluate and develop staff.
- Manages the activities of a group/department of technical support engineers and leads.
- Closely monitoring top support issues after product launch, identifying gaps across all Support tiers worldwide in support tools / resources needed to better support new features.
Requirements
- A Bachelor’s degree in any discipline
- 5+ years in technical customer support, with 2+ years managing a support or technical team.
Workplace
- Office-based in Cork, Ireland
