Product Support Manager (Santa Monica, CA)

  • Santa Monica
  • Confidential
  • 5-10 years
  • 31 Mar 2015

  • Project/ Program Management IT

  • IT/ Technology - Software/ Services
Job Description


Daily operation and management of the Product Support team through effective use of resources, including scheduling, staffing and continuously enhancing delivery against a demanding set of customer expectations
Lead and manage a team of high-performing Product Specialists. This includes hiring, developing and retaining talent
Manage the quality of Product Support services, ensuring our clients' success in using Cornerstone's product suite to meet key business objectives, as well as professional and timely handling of issue escalations
Ensure compliance of support delivery and case resolution with stated service level agreements (SLAs)
Scale and enhance core processes within the Global Product Support team and evolve these in line with Cornerstone's rapid growth
Establish deep, cross-functional partnerships with key Cornerstone functions (including Client Success, Account Management, QA, Development, Alliances, Implementation, and Technology Services) to ensure seamless resolution of issues
Track, analyze and report metrics on client service levels and team performance to Cornerstone management
Provide problem-solving leadership related to Cornerstone's application; functional and technical
Identify, develop, launch and manage initiatives for continuous improvement of the team's performance and service offerings
Contribute to customer service strategies and build and implement plans to scale Global Product Support to accommodate Cornerstone's exponential growth
Serve as owner of internal support and service technology to ensure the Global Product Support team is enabled to provide outstanding service and support
Ensure the successful onboarding of new clients

Experience / Qualifications:

5+ years' experience with client-facing support services and team management
Bachelor's degree in Engineering, Business, Technology, or other relevant degrees
Ability to drive continuous improvement efforts and develop and deliver industry-leading support experiences
Advanced troubleshooting and problem-analysis skills, across people, process and technology
Strong people leadership skills with a track record of achieving results through collaboration with multiple teams across a company
Experience with organizational transformations including empowering frontline staff
Demonstrated comfort working with technology; SaaS experience preferred
Ability to innovate in a fast-growing work environment and comfortable dealing with ambiguity and sometimes highly-charged situations
Highly motivated self-starter who can grow the team and is passionate about the success of others
Strong professional etiquette and ability to diffuse and resolve conflicts both internally and externally
Excellent verbal and written communication skills (including presentation skills) in English; other languages would be an advantage