Senior Global Technical Support Manager, Smarsh
$130-150k
3 days a week in office (Pleasanton, CA)
Cloud-based archiving and compliance solutions
Be an early applicant
Cloud-based archiving and compliance solutions
1001+ employees
Be an early applicant
$130-150k
3 days a week in office (Pleasanton, CA)
1001+ employees
Company mission
To enable customers to take advantage of the latest communication and collaboration tools, while staying ahead of compliance risk.
Role
Who you are
- 7-10 years of experience in B2B technical support, with 3-5 years successfully leading technical support organizations, ideally across multiple geographies
- Industry experience with Cyber Security products is beneficial
- Management experience of 3rd party, offshore service providers is beneficial
- Strong tactical decision-making and crisis management experience in a continuously evolving environment
- Experience applying critical thinking and analytical skills to drive larger objectives which contribute to multiple areas of the organization
- Cross-collaboration experience with Product Management and Engineering
- Passion for helping customers and team members succeed
- Exceptional verbal, written, presentation, and interpersonal communication skills
- Ability to persuade others in sensitive complex situations while preserving relationships
- Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms
What the job involves
- As a Senior Manager, Global Technical Support for Smarsh Corporate products, you will be part of our global support leadership team, ensuring our customers receive prompt and effective assistance with technical issues related to our Corporate products and services
- You will own support delivery, customer satisfaction, and service excellence strategy and execution for your team, which may include contracted 3rd party providers
- Key focus areas include SLA adherence for response and resolution, support readiness, and team development
- In this role you will collaborate closely with Smarsh cross-functional leadership, especially product, engineering and sales to ensure product supportability, drive resolution of escalated issues and related customer communications, and promote awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution
- Manage and mentor a team of technical support professionals and/or 3rd party offshore provider in a high-performance environment
- Develop and retain talent, fostering career growth and progression for team members
- Drive consistent processes and SOPs for support delivery, including workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow
- Develop and implement support strategies and objectives that align with company goals
- Analyze support metrics to identify trends and areas for improvement
- Manage resources effectively, primarily staffing across multiple time zones
- Ensure high levels of customer satisfaction through effective support solutions
- Actively engage directly with customers to build relationships, gather voice of customer feedback, and manage escalations
- Implement new technologies and tools, including AI, to enhance support efficiency
- Recommend workflow, platform, and support channel improvements to resolve issues and scale the use of new support practices
- Promote adoption and success of customers using self-service offerings, including knowledgebase, community, and training resources
- Stay informed about the organization's products or services, as well as industry trends and best practices in technical support
- Provide guidance to your team on complex technical issues
- Handle escalated or urgent technical issues effectively, providing leadership and support to your team during critical situations and following established incident processes
- Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes
- Conduct performance analysis based on support metrics and quality reviews, delivering in weekly/bi-weekly 1:1s
- Collaborate across functions to resolve escalated issues, fulfill customer needs, and improve supportability of products and services
- Contribute support feedback to product roadmap planning and enhancements
- Participate in the sales process to promote bookings growth for premium Support offerings
- Interact with all levels of leadership across Smarsh and clients as needed
- Generate reports on support metrics and present findings to stakeholders
- Use data analysis to drive decision-making and strategic planning
Our take
The emergence of new digital communication technologies provides businesses with a great opportunity for growth. But regulated businesses need to ensure they carry out communications monitoring, archiving, and compliance to stay on the right side of regulators. This can be difficult to do with new tech - to the extent that some businesses are hesitant to adopt it at all.
Of course, there’s a substantial appetite for ways to get around this obstacle and therefore reap the business benefits of modern comms. Smarsh provides just that, with its suite of archive, storage, and monitoring tools. In the two decades since its founding, the platform has netted over 6,500 clients including top worldwide banks, brokerage firms, insurers, registered investment advisors, and state and local government agencies in the US.
This puts Smarsh in a formidable position going forward. The issue the company addresses is only getting more acute as the volume of communications increases, more tech is brought to market, and the hybrid work model pushes more communications online. Smarsh’s extensive, top-tier global reach will help it field this growing market opportunity.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (2 rounds)
May 2015
$28m
LATE VC
Sep 2007
$15.6m
LATE VC
Total funding: $43.6m
Company benefits
- Healthcare insurance: We provide medical, dental and vision insurance and a flexible spending account that allows you to set aside pre-tax dollars to pay for eligible out-of-pocket expenses
- Personal time off: A healthy work-life balance is critical to your success at the office. Smarsh offers a "take-what-you-need" time off policy as well as flexible work arrangements
- Recognition: We're big on kudos for a job well done. Our employee recognition program enables co-workers to nominate their peers who best embody our core values for recognition
- Life and disability insurance: Fully paid life and disability insurance coverage is provided from the day you start your job
- Wellness program: You're happier when you're healthier. So we reimburse a portion of employees' monthly health club expenses
- Retirement savings: We match a percentage of your retirement savings contributions. Smarsh employer match invests immediately, so it's yours from day one
- Sabbatical: The Smarsh sabbatical program provides a time to recharge, study or simply a time to do something you are passionate about away from the workplace. Employees are eligible after six years of service
- Giving back: Through our community partnership program, Full Circle, employees make a positive difference and receive paid time off for Full Circle activities so they can support the organizations that matter most to them
- Employee assistance program: We offer free and confidential assessments, short-term counseling, referrals and follow-up services to employees for personal or work-related issues to support their mental and emotional well-being
- Cellphones: To support our mobile and geographically dispersed workforce, we offer corporate cellular plan discounts with both AT&T and T-Mobile
- Getting here and home: Biking and taking public transit to work is not only cool but a smart and green thing to do. Smarsh proudly reimburses for monthly transit costs and biking expenses
- Parental leave: We want to support our colleagues who are starting a family. Smarsh offers paid leave to help you welcome your new bundle(s) of joy into the world
Company HQ
Portland Downtown, Portland, OR
Leadership
Stephen Marsh
(Founder & Chairman)Previously worked on capital market systems at Fidelity Investments, and then moved to a Senior Product Manager role at CCBN. They are also a board member at The Wild, Asset Compliance Inc., and ComplySci.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 18 more jobs at Smarsh