Global Support Manager - East Japan

In this role, you will be responsible for managing the people, process, and technological elements of customer support.  Specific requirements for each of these three areas include:

People Management

• Recruit, train, coach, and evaluate Support Engineers with published standards and expectations.
• Define individual and team goals that align with business objectives and ensure that individuals understand how they can contribute.
• Review the performance of direct reports, monitor MBOs, and conduct periodic and annual reviews. 

Process Management

• Develop and implement support plan to meet SLA for the various customer segments and product lines
• Create and monitor a flexible training program for both new hires and the continuous improvement of existing staff
• Lead and maintain daily hands-on oversight of the support activities
• Manage and refine support workflow (case handling, etc.) and define efficiencies using CRM and other process tools
• Manage customer escalations, customer complaints or inquiries with support case handling.
• Develop and optimize feedback mechanisms for tactical and strategic liaison with peers in other departments (Account Management, Product Management, Product Engineering, etc.) to resolve - issues and communicate product improvements and feedback.
• Own process of publishing articles/relevant content to our knowledge base

Technology Management

• Designs, develops, and implements tools and systems to support and improve the efficiency of the technical support function, including workflow and incident management
• Defines, maintains, and implements systems and applications needed to perform excellent technical support function
• Develops and implements standard operating procedures and practices to enhance and measure the effectiveness and performance of the Technical Support function
• Develops, maintains, and implements reporting systems to provide necessary feedback to appropriate stakeholders

Requirements

• Bachelors/Masters degree in engineering, computer science or related field
• 5+ years in a support organization with at least 3 in a managerial capacity
• Demonstrated capacity for leading a geographically distributed team
• Demonstrated cross-functional leadership to meet client needs
• Experience developing and executing implementation strategy across SaaS platforms