What are the responsibilities and job description for the Manager, Customer Support position at OneStream Software?
Description
MANAGER, CUSTOMER SUPPORT (Weekend Shift)
Location : Remote, USA (Pacific Time zone preferred)
Employment Type : Full-Time
Compensation : $90,000-$120,000 (Range applies to US candidates only) Benefits / Variable Comp / Equity - Range may vary based on experience.
Benefits Offered : Vision, Medical, Life, Dental, 401K
Summary
We are seeking a Manager, Customer Support to oversee our customer support operations and ensure the highest level of satisfaction for our customers. This role leads a team of Customer Support Engineers responsible for providing technical support and issue resolution on software functionality, setup, upgrades, error messages, cloud implementations and application usage.
The Manager, Customer Support is an integral part of the Customer Support Leadership Team and will work in close proximity with other leaders within Customer Support & Remote Consulting (CSRC) to develop processes and initiatives to advance the organization and achieve departmental goals. The ideal candidate will be passionate about delivering exceptional customer service, possess strong leadership qualities, and have a proven track record of effectively managing a support team in a fast-paced environment. Due to the 24 / 7 nature of our support operations, this position may require you to be on-call and work additional hours as necessary.
This position involves overseeing a team of customer support engineers who are working Thursday to Monday for our west coast customers.
It is a requirement for this position to work Thursday to Monday (Inclusive of Saturday and Sunday).
Preference is given to candidates in the PST time zone.
Primary Duties and Responsibilities
- Lead an assigned group of engineers, inspiring the team to meet / exceed departmental goals.
- Conduct regular performance evaluations, provide constructive feedback, and facilitate professional development opportunities for team members.
- Monitor departmental metrics such as response time, resolution time, and customer satisfaction scores, identify areas for improvement, and implement corrective actions as needed.
- Perform queue reviews to manage issues within Service Level Agreement (SLA) timeframes.
- Respond to escalated issues both from customers and internal groups.
- Identify opportunities for automation and process improvement and security.
- Ensure engineers complete standard compliance documentation and configuration checklists.
- Hold weekly meetings with support team and perform triage as necessary.
- Collaborate with interdepartmental teams to address customer inquiries, resolve issues, and ensure a seamless customer experience.
- Stay up to date on industry trends, best practices, and emerging technologies in customer support to continuously enhance support processes and capabilities.
Required Education and Experience
Preferred Education and Experience
Knowledge, Skills, and Abilities
Supervisory Responsibilities
Travel
Who We Are
OneStream is how today's Finance teams can go beyond just reporting on the past and Take Finance Further by steering the business to the future. It's the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com.
Why Join The OneStream Team
Benefits at OneStream
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are :
All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.
OneStream is an Equal Opportunity Employer.
LI-KT1 #LI-Remote
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Salary : $90,000 - $120,000
