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Director, Technical Support

Company: Apttus
Location: Broomfield
Posted on: May 3, 2021

Job Description:

About Conga/ApttusOur new company was created on May 7, 2020 with the merger of Conga and Apttus. The combining of these two companies creates a leader in mission-critical business process solutions, allowing both small and large companies to modernize their business processes.Together, the new Conga is poised to provide the most complete offering in the market to digitally transform the foundational elements of business -- documents like quotes, contracts, and the processes that surround them -- to achieve commercial excellence.For more information on the new Conga, please visit our newsroom at:Our shared values: The Conga Way A successful candidate will embody the essence of a Conganeer through demonstration of critical behaviors of The Conga Way: Embracing an Entrepreneurial SpiritAchieving TogetherChampioning the CustomersThe Conga Way is a core element of the Culture and Talent focus at Conga. This philosophy shapes the personality of our organization, defines how we show up every day, and provides clarity about how we work together. Position DescriptionThe Director of Technical Support is responsible for ensuring the success of our customers by effectively managing a team of Tier 2 support engineers and associated support projects and processes. This role involves managing case assignment and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class technical support services.Responsibilities:Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.Ensure the delivery of high-quality technical and soft-skills training for direct reports.Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.Manage workflows and schedules for direct reports and ensure adequate workload coverage.Deliver regular reports that provide qualitative and quantitative descriptions of business performance.Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.Develop and maintain Support procedures and policies.Advocate for customers and define ways to continually add value to the customer experience.Serve as a manager, mentor, knowledge resource, and escalation point for Tier 2 Support employees; Build credibility and trust within the support group.Experience/Skills Required:BA or BS required.Minimum of 3 years managing technical support professionals. Minimum 5 years of experience in a technical support role.Experience with support tools and phone systems.Excellent written and verbal communication skills.Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.Solid, functional application knowledge.Ability to understand and escalate issues efficiently and appropriately.Demonstrated strong work ethic and advanced organizational skills.Ability to develop and deliver creative business solutions for complex problems.Ability to effectively work with tight schedules and fast paced environment.Experience/Skills Desired:Ability to attract, hire and retain high-performing support professionalsFunctional or technical application knowledge.Experience building or managing Developer Support teams.Ability to develop and deliver creative business solutions for complex problems.Ability to effectively work with tight schedules and fast paced environmentFor Colorado-based roles: Minimum annual total compensation of 147,094.00 USDBenefits:You will be eligible for our paid Flexible Time Off Plan, which covers sick leave and paid holidays in accordance with Conga's policies. You will be eligible for medical, dental, vision and 401K benefits in accordance with Conga's policies.#LI-LT1Conga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. All your information will be kept confidential according to EEO guidelines. Full timeSDL2017

Keywords: Apttus, Broomfield , Director, Technical Support, Other , Broomfield, Colorado

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