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Manager, Technical Support - India

Abnormal Security

Abnormal Security

This job is no longer accepting applications

See open jobs at Abnormal Security.
IT, Customer Service
Bengaluru, Karnataka, India · Sterling, VA, USA
Posted on Thursday, January 25, 2024

About The Role

As a Manager of our growing Technical Support team in India, you will lead a team of TSEs responsible for the front-line triage and resolution of customer-case submitted questions and technical issues with a level of quality and urgency that ensure an SLA-beating, best-in-class customer experience.

You come with 8+ yrs. of experience building and growing Support organizations in fast-paced, enterprise SaaS environments through both external hiring of top talent and internal talent/skill development through coaching. The team is growing and we will need a strong entrepreneurial/start-up mentality and operation style. You need to balance consistency and process with adaptability and flexibility to the needs of the business and customer.

You will help scale the customer support organization by driving continuous improvement and championing positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth. You will manage both internal teams and third-party partners to deliver on Abnormal Security standards exceeding customer service objectives and metrics for managing the customer success and support department.

To be successful, you will draw upon your considerable past achievements in owning and refining Support and Success playbooks and processes for scale, including the escalation process to Level 2 and Engineering, measuring SLAs, and continuous improvements and team utilization. It is through your dedication to continuous improvement of how TSEs operate - both in efficiency and effectiveness - that will help us meet and surpass customer cases, satisfaction, and growth targets.

Must Haves

  • Minimum of 10+ years of overall experience working in SaaS at the Enterprise level.
  • 4+ years leading support/service teams of 10+ TSEs.
  • Experience in building and scaling a team.
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communication skills
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Strong supervisory and leadership skills.
  • Proficient with Salesforce.

What You'll Do

Report to the Director of Support base in the US. You will be based in India and execute with consistency and excellence in the following areas:

  • Work with the team to provide first-line support response to customers following quarterly timeliness and quality targets as defined by you as a manager, including
    • Support CSAT Rating
      • 95+%
    • 1st Response Time
      • ≥90% SLA Attainment
      • <1 hr. Sev1
      • <2 hrs. Sev2
      • <8 hrs. Sev3
    • Resolution Time
      • ≥90% SLO Attainment
      • <8 hrs. Sev1
      • <24hrs. Sev2
      • <7days. Sev3
    • Case Deflection
      • <25% ENG escalation
  • Hire, Develop & retain top Technical Support Engineers in the team and build a fostering culture.
  • Responsible for setting and tracking KPIs for the team, both individually and team-level established by the Director of Support
  • Drive performance tracking, performance analysis, and reviews quarterly/half yearly and keep the team performance high.
  • Build trust with the team, conduct 1:1s with the team & responsible for the career progression of TSEs.
  • Establish best practices throughout the technical support process.
  • Guide the implementation, continuous improvement, and documentation of new and existing policies, procedures, and processes for Support systems.
  • Organize and oversee the schedules of the Technical Support Engineers.
  • Provide customer insights and feedback to Engineering and Product Management to improve product offerings.
  • Maintain knowledge of Technical Support trends and alert Engineering and Product Management as necessary.
  • Follow up with customers based on CSAT survey results and address tech support problem areas.
  • Assess technical skills, evaluate training needs, and develop ongoing training programs.
  • Promote the importance of effective customer service as a cultural cornerstone.
  • Manage key relationships with Sales, Engineering, and Product Management to align and deliver services to business requirements.

Product Knowledge & Advisory:

  • Maintain a deep understanding of our product and roadmap so Level 1 TSEs can guide customers on product issues and reduce the number of escalations to Level 2 TSEs
  • Educate customers on the most relevant features and functionality related to their requirements.
  • Maintain professionalism/confidentiality in escalated situations with customers.
  • Strong technical troubleshooting skills
  • Strong experience with Email Security, Security, Cloud Security technologies and products
  • Strong written and spoken communication skills
  • Strong ability to collaborate, coordinate, and escalate issues within a team of product support professionals
  • Soft-skills oriented toward driving customer success
  • Strong analytical and organizational skills
  • Experience with case management systems and CRMs

Relationship Building:

  • Understand their customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal.
  • With an understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives.
  • Develop and nurture Abnormal Security champions within their customer’s organization who advocate for the platform based on their positive experience.

Cross-Functional Collaboration:

  • Partner with the Abnormal Security Engineering and Product leads along with CS Technical Leads to help drive down escalations and escalate trends and serious issues and help reduce the overall number of issues.

Triage and Risk Mitigation:

  • Monitor customer user trends to proactively identify risks and risk mitigation actions.
  • Coordinate internal actions through a “Path to Green” action plan and schedule customer calls to address issues and concerns and ensure all commitments are met.

You will directly engage with customers where required to provide management support on behalf of the Support team, you may retain as a manager to keep sharp on TSE duties.

#LI-MT1

This job is no longer accepting applications

See open jobs at Abnormal Security.