Manager, Technical Support

Job Description

View All Jobs

Manager, Technical Support

× Email This Job Your First Name
Your Last Name
Your E-Mail Address
E-Mail Address to Share With
Subject
Message
Prove you're not a robot Send E-Mail Close Field-England

• Apply
• × Employee Referral Tell Us Who You Are First Name
  Last Name
  E-Mail Address
  Please complete all 3 fields. How Do You Want to Share?
  Close

Job Description

Job Title: Manager, Technical Support

Location: Field-England

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 Manager, Technical Support (Platform) at Xactly Corporation, you’ll be responsible for providing excellent support for high profile customers on our new platform product 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 leadership team you will be responsible for designing 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!

THE TEAM

Xactly’s Support team is a talented and growing 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 global technical support teams of 8+ individuals

● Strong SQL experience and experience working with integrations/ETL

● 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 and involved in product maintenance.

● 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 technical role for enterprise application implementation projects (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 TechnicalSupport team.

● Become familiar with the common issues and challenges facing your team ● Builds relationships with development and support leaders

● Understand Xactly’s support policies and processes

● Start to form opinions about improvements and updates you will make to improve customer and team member experience and increase overall quality and efficiency Xactly tools and software

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

WITHIN SIX MONTHS, YOU’LL:

● Be a fully integrated member of the Customer Support management team ● Be very comfortable managing customer escalations

● Roll out your first set of process changes

● Firm up plans for the team for the following 2 quarters.

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

Final pay determinations, salary ranges and pay increases are established by the employer. They are based upon a combination of local industry benchmarks, budget, experience, and internal comparisons.

Salary ranges allow for growth opportunities as the employee develops new skills, and/or hones current skills.

BENEFITS & PERKS

• Paid Time Off (PTO)
• Comprehensive Medical, Dental, and Life Insurance Coverage
• Tuition Reimbursement
• XactlyFit Gym/Fitness Program Reimbursement
• Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks
• Access to Corporate Discounts
• Annual Allocation of Volunteer Days
• Group Pension Scheme
• Generous Employee Referral Program
• Bi-monthly Corporate Massages
• Regular Team Nights Out
• Full access to Grokker, our health engagement and employee wellbeing platform

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.

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.

Skills & Requirements Qualifications