Team Manager, Workiva
Product Support
Minimal travel
Business data platform
Be an early applicant
Business data platform
1001+ employees
Be an early applicant
Minimal travel
1001+ employees
Company mission
Workiva’s mission is to power transparent reporting for a better world.
Role
Who you are
- Undergraduate Degree or equivalent combination of education and experience in a related field
- 5+ years of experience successfully performed in the role of Technical Support Engineer, Network Engineer, Data Security Engineer or other customer facing role within Workiva or similar industry
Desirable
- 2+ years of experience leading or mentoring a team of technical engineers - focusing on practice areas such as networking, authentication, database and/or system administration practices preferred
- Standard Cloud Practitioner Certifications, Networking Certifications (CCIE, CCNA, Network+, etc) and programming languages (Javascript, Python,Go, SQL, etc.) preferred
- Experience in building or operating cloud computing infrastructure preferred
- Troubleshooting methodology to review issues of diverse scope and using data to analyze and resolve the issue
- Excellent attention to detail and strong problem-solving, critical thinking, and decision making skills
- Strong customer service and interpersonal skills
- Advanced leadership and conflict management skills
- Able to allow for contingencies, prioritize multiple and potentially overlapping customer requirements
- Proven ability to meet established timelines
- Personal, adaptable and flexible with the ability to work successfully in a high energy, fast paced, rapidly changing environment is necessary
- Demonstrable strong sense of customer service - ability to solve issue with creative and punctual solutions
- Demonstrated leadership skills - within the current team and ability to work with external teams to drive priorities for support and customer needs
What the job involves
- The Team Manager of Technical Customer Support is responsible for building and supporting a team of highly motivated Technical Support Engineers in their pursuit of providing exemplary support to customers and creating an effortless experience through all support interactions
- You'll provide effective team management through motivation and engaging leadership tactics, focusing on performance management as a principle of providing regular and direct feedback. Operating tactically and thinking strategically is key to success in this role
- Provide ongoing mentoring, coaching and feedback to support optimal performance and development of team members
- Review team member development to identify and refer members that are ready for promotion, require improvement or should be considered ill fit for their role
- Ensure appropriate staffing of the customer support omni channels (email, phone, chat) at all times
- Conduct effective and well documented performance reviews
- Identify and resolve interpersonal conflicts and resource issues
- Continuously improve process and operations within the team to drive higher quality results and more efficient workflow and processes including the identification and implementation of new tools and systems to improve the efficacy of the team
- Be the point of escalation for the team when needing to involve other business units, especially when requiring an improvement to personnel issues or a customer impacting issue
- Strong communicator who ensures the team is well informed as a group and as individuals by means of receiving communication in different and consumable methods
- Culture multiplier- focusing on driving a positive and vibrant culture which lives to the Workiva Values and Principles
- Training and Education: Creates regular development opportunities for team members in order to increase and reinforce competence in the Workiva platform
- Proactively stay current with industry trends, regulatory requirements and software enhancements, identifying and communicating new items as needed to aid team in performing tasks efficiently and effectively
- Evaluate and monitor the team and individual KPI’s to ensure delivery of expected customer support
Our take
For large-scale businesses, collecting and sharing data can be a complex and challenging process. Workiva solves this problem with its cloud-based data platform.
Workiva is one of the biggest players in the market, serving around 75% of Fortune 500 companies, including Google and Delta. Workiva's controlled, secure and audit-ready platform has maintained a clear edge over much of its competition.
Workiva's quality product and its commitment to transparency has made it a firm favourite with companies around the world. If it can maintain this, it stands to consolidate its impressive growth even further in the coming years.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2014
$0.7m
EARLY VC
Dec 2012
$30.7m
SERIES C
Total funding: $46.9m
Company benefits
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401k w/ match
- Health, dental, and vision
- Vacation accruals
- Life and disability insurance
- Employee stock purchase plan
- Volunteer time-off
- Parental leave
- Travel & accident insurance
- Paid holidays
- Work remotely
- Discount programs
- Health and wellness
- Pet-friendly atmosphere
- Choose from additional plans that cover legal expenses, stolen identity, or even your pet's health
Company HQ
Holborn, London, UK
Leadership
Marty Vanderploeg
(CEO, not founder)Previously worked as a Professor at Iowa State University. Founded Engineer Animation Inc. in 1990.
Salary benchmarks
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