Senior Manager, Customer Support

Senior Manager, Customer Support

Location: Remote, USA

Employment Type: Full-Time

Compensation: $138,000 - $172,250.00 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.

Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

A Senior Manager, Customer Support is responsible for supervising the Customer Support department, both for personnel and for overseeing the support function of a specific pillar.

This role will manage a team of Customer Support Engineers who are responsible for providing customer support to our customers and internal teams. This includes problem solving issues of software functionality, setup, error messages and application usage, in addition to product installations and upgrades and supporting our cloud delivery model. Although Customer Engineers must be able to accomplish tasks with little oversight or direction, the Senior Manager, Customer Support is ultimately responsible for the team.

This position may be required to be "on-call" and work additional hour as necessary to meet support timeframes.

Preference is for Eastern Time Zone

Primary Duties and Responsibilities

• Manage the Customer Support team and ensure the department is meeting or exceeding all customer support OKRs.
• Mentor additional Customer Support Managers with OneStream Processes and Procedures.
• Hold Regular Meetings with Support Managers and Support Team to Triage Customer Issues as Necessary.
• Identify as Lead Contact for Customer Escalations.
• Collaborate with Cloud Operations Management on Escalated Issues.
• Identify and Update Policies as necessary to improve efficiency for department.
• Hold One on One Meetings with Support Engineers and Support Managers to discuss performance goals and future career development.
• Collaborate with Customer Success Regularly to Identify ways to Improve Service Delivery.
• Address support issues from existing customers to resolution via phone and remote desktop product support.
  
  
  
  • Respond to and resolve issues within established timeframes.
  
  
  
  
• Completing standard compliance documentation.
• Providing Support Activity reports to Upper-Level Management as Requested.

Required Education and Experience

• College diploma or bachelor's degree in a technology-related field (or equivalent work experience).
• Prior leadership or supervisory experience.
• 5-7 years Software Support experience.
• Experience with the following technologies: Microsoft Windows, IIS, SQL Server, Microsoft Azure.

Preferred Education and Experience

• Experience with PowerShell, VB.net or Visual Basic. Any object oriented programing.
• Experience with Application Performance Management (APM) tools (eg. Dynatrace.)
• Superior knowledge of common business applications such as Office 365, ServiceNow, Atlassian experience (e.g. Confluence, Jira).
• Prior experience with any of the following Corporate Performance Management (CPM) Software products:
  
  
  
  • OneStream
  • SAP Outlooksoft BPC or SAP BOFC (Cartesis)
  • Oracle Hyperion HFM, FDM, Planning, Essbase,
  • IBM Cognos
  • Other CPM/EPM solutions.
  
  
  
  

Knowledge, Skills, and Abilities

• Excellent written, verbal, and interpersonal skills.
• Leadership ability.
• Technical capacity.
• Organizational Skills.
• Customer/Client Focus.
• Decision Making.
• Initiative.
• Problem Solving/Analysis.
• Strong communication skills.

Supervisory Responsibilities

This position is responsible for the direct supervision of a Customer Support team.

Travel

Travel Requirement: Regular travel is not expected for this position. Approx 2-3 times a year.

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

• Transparency around corporate structure, salary, and benefits.
• Core value of customer success.
• Variety of project work (not industry-specific).
• Strong culture andcamaraderie.
• Multiple training opportunities.

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:

• Excellent Medical Plan
• Dental & Vision Insurance
• Life Insurance
• Short & Long Term Disability
• Vacation Time
• Paid Holidays
• Professional Development
• Retirement Plan

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.

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