Customer Support Manager

Job Description

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Customer Support Manager

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Job Description

Job Title: Manager, Customer Support

Location: Bangalore, India
Function: Customer Support (Technical)

Position Type: Regular, Full-time Position

Level: Senior
Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly’s comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans and accelerate attainment and optimization of sales performance.
THE OPPORTUNITY
As the Manager, Customer Support at Xactly Corporation, you’ll be responsible for providing excellent 24X7 support for high profile customers and managing a talented team that are doing the same. We are seeking an energetic, driven leader who is passionate about helping customers solve challenging business problems, continuous improvement and helping others reach their potential. As part of your role you will work directly with customers worldwide to handle escalations, provide solutions and review root causes of issues. Additionally, as a member of the Customer Support management team you will be responsible for designing, documenting and implementing excellent workflows and processes and ensuring your team meets a challenging set of KPIs. We’re all about making things easier, better, and more efficient for our customers and team members. Our goal is to build the best Customer Support department on the planet, and you will help us do that!. At Xactly, we believe everyone has a unique story to tell, and these small differences between us have a big impact. When bright, diverse minds come together, we’re challenged to think different ways, generate creative ideas, be more innovative, and take on new perspectives. Our customers come from different cultures and walks of life all around the world, and we believe our teams should reflect that to build strong and lasting relationships.
THE TEAM
Xactly’s Customer Support team is a talented and growing team. It’s a global team with members in San Jose, Denver, Bangalore, Toronto, and Australia. The team works closely to transfer knowledge and collaborate to ensure we deliver quality support to our customers around the world.
THE SKILL SET:
● 4+ years of management experience leading teams of 8+ individuals providing 24X7 support
● 3+ years experience providing support for complex, mission critical SaaS solutions for
Enterprise customers across multiple geographies
● You have a number of wins you can share where projects you initiated drove measurable improvement in key KPIs
● You can point to more than a handful of customers who sing your praises when talking about the intelligent, collaborative and effective way you worked with them through challenging situations.
● Excellent communication and planning skills
● Strong track record of motivating and developing a high-performing team
● Strong problem-solving skills and analytical skills
● A passion for driving efficiency and optimizing processes
● Experience working with cross functional teams
● Ability to present solutions to both technical and non-technical people
● Experience with consulting/systems implementation. Comfortable working directly with customers.
● Prior experience in a Support role for enterprise applications (e.g., ICM, ERP, CRM, HRMS) a plus!
● Bachelor's degree or equivalent experience preferred
WITHIN ONE MONTH, YOU’LL
● Gain an understanding of the concepts underlying Xactly’s tools, software and data structures and the scope of work of the Support team.
● Become familiar with the common issues and challenges facing your teams
● Understand Xactly’s support policies and processes
● Build relationships with the team and internal business partners (Professional Services, Product, Engineering, Customer Success)
● Gain a strong understanding of Sales Performance Management space and the
business challenges Xactly solves
● Get a firm handle on all key metrics and their drivers.
WITHIN THREE MONTHS, YOU’LL
● Develop the understanding necessary to address most cases and their underlying issues and provide support to your team as they work their caseload.
● Take on some of the more complex tickets
● Develop a deep understanding of the skillset and career desires of your team members and formulate plans to close training gaps.
● Provide management reporting and visibility into cases and trends
● Work with the rest of the management team to firm up the blueprint with plans to execute for the next year and beyond
● Establish yourself as an effective leader within the Support team and an excellent partner for external departments.
WITHIN SIX MONTHS, YOU’LL
● Driven a number of process improvement projects to completion
● Be well versed in all of our products
● Be well versed with internal functioning of the organization
● Be a fully integrated member of the Customer Support management team
● Be very comfortable managing customer escalations.
Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!
BENEFITS & PERKS
● Paid Time Off (PTO)
● Comprehensive Insurance Coverage
● Tuition Reimbursement
● XactlyFit Gym/Fitness Program Reimbursement
● Kitchen Stocked Daily with Tasty Snacks, Fruit and Drinks
● Free Parking and Subsidized Bus Pass (a go-green initiative!)
THE XACTLY STORY
Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we’re committed to upholding them by delivering the best we can to our customers.
We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model.
Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging. By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.

Skills & Requirements Qualifications