Technical Support Operations Lead, Flexera
IT management solutions
Open for applications
IT management solutions
1001+ employees
Open for applications
1001+ employees
Company mission
To help IT executives turn insight into action.
Role
Who you are
- Passionate customer orientation and dedication
- 5+ years of experience in an operations role (for example, Sales, Revenue, Marketing operations) or in a technical support engineer role
- Competence with Salesforce.com Service Cloud, Atlassian Jira & Confluence. Familiarity with Gainsight, Power BI, Microsoft Excel, PowerPoint & SharePoint preferred
- Strong computer, analytical, and organizational skills. A hands-on attitude with a willingness to get your hands dirty with our tools and data
- Experience measuring performance using key business metrics
- Customer-focused and able to empathize with their needs. Works to understand and support others' needs
- Well-developed communication (written, verbal) and presentation skills
- Track record of collaboration and teamwork. The ability to collaborate well with people at all levels is essential
- Able to work quickly and methodically
- Innovative mindset and enthusiasm for process improvement
- Creates and pursues goals that contribute to team success, holds self and others accountable to deliver results
- Adapts and responds to our changing environment and looks to create opportunities for positive change
- Works collaboratively within diverse teams and across the organization to achieve goals. Includes the desire and ability to understand and respond effectively to other people with diverse views. Puts the team's best interests ahead of self
- Takes responsibility for individual, team, organizational, and customer success. Manages time, goals, and priorities to continuously improve and add value
- Bachelor’s degree in business management, computer
What the job involves
- We are building a world-class Support organization and are looking for team members passionate about continuous improvement
- This position will help drive effectiveness, efficiency, and team engagement through project execution, data reporting & analysis, and tooling/process improvements. This role will offer some variety, combining standard tasks/responsibilities with direct involvement in new initiatives
- You will be customer-focused, looking for ways to improve both the customer and team experience wherever possible
- You will be reporting directly to the Vice President of Solutions Support. It is expected that you will have a ‘Chief of Staff’ mentality that includes being a self-starter who does not need to be micro-managed
- Join us in delivering outstanding support and solutions to our customers while being part of a dynamic team at the forefront of Hybrid ITAM and FinOps technology. Be a part of a growing team with engagement levels above the top 10% industry benchmark and excellent employee retention
- Participate and/or lead/project-manage initiatives around people/process/technology improvements
- Lead from the front as we incorporate exciting AI solutions into our working methods
- Develop and refine support processes and best practices to enhance operational efficiency and service quality
- Performance Monitoring: Track and analyze support metrics to evaluate service/team performance & goal attainment, identify trends, and implement strategies for continuous improvement
- You will need to develop a strong understanding of Flexera’s product portfolio, customer subscription/maintenance plans, and our Support processes
- We expect that, in addition to providing the data, you will understand our business well enough to offer observations and suggestions for improvement/actions
- You will need to refine existing and create new standard reports, dashboards, and workflows across all solution areas to help drive our decision-making
- Ownership of our Customer Satisfaction (CSAT) survey process
- Helping to partner with our management team to leverage this valuable ‘voice of the customer’ initiative to drive process and team improvements
- This will include the refinement of the survey questions via the survey tool (Gainsight) and the management follow-up actions (‘Calls-to-Action, CTAs), the administration of any employee rewards to drive performance/results, and the communications around the results/related initiatives back to the business
- Partner with Support leadership on the evolution of Salesforce’s AI-enabled Service Cloud and Customer Community
- Act as the primary liaison with IT Business Systems, Customer Community teams for Salesforce Service Cloud administration, skills-based case routing, automation, and knowledge base initiatives
- Documenting and improving our working methods and processes to help with knowledge sharing for the onboarding of new employees and the capturing of best practices
- Ownership of the continuous improvement of the ‘technical debt’ of our Support data
- We are a global team that supports customers/team members around the world
- On occasion, you may be expected to attend meetings during off-shift hours
Our take
Flexera is an IT solutions company for businesses looking to maximize the potential of their technology investments. Spun out of legacy company InstallShield dating back to 1987 and its leading software product Flexnet Manager, Flexera offers a range of solutions including IT asset management, IT visibility, and cloud migration.
It’s the latter that in the present day seems to be the most popular product from not only Flexera, but competitors too. Flexera was cited in the summer 2022 by Information Services Group as a global leader in hyperconverge infrastructure solutions (HCI) systems, that uses cloud computing as a basis for its build.
The company has been a shapeshifting entity on the market for decades now, with a flexible range of services that in 2023 include the Flexera One FinOps, a solution for the strengthening of cloud central teams. Flexera also saw a buyout by private equity firm Thoma Bravo to the sum of $2.9 billion in 2020. The large company boasts 50,000 customers worldwide and offices in Asia Pacific and Northern Europe, having acquired a healthy rostrum of IT companies over the years.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2013
$15.6m
SERIES D
Sep 2010
$25m
SERIES C
Total funding: $62.1m
Company benefits
- Health and mental wellness
- Competitive time off and new-parent support
- Retirement and employee investment program
- Student loan debt relief and tuition reimbursement
- Be part of the diversity council, have fun and give back
Company HQ
Addison Township, Itasca, IL
Leadership
Jim Ryan
(CEO)Currently Co-Founder of the Do Great Things Initiative and Operating Advisor at Thoma Bravo.
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