Manager, Success Engineer

THE ROLE

The Manager, Success Engineer is responsible for ensuring the success of our customers by effectively managing a team of Success engineers and associated support projects and processes. This role involves managing case assignments and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

RESPONSIBILITIES

• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
• Ensure that direct reports have the resources, information...