Next Technik is a NetSuite SuiteCloud Development (SDN) partner with operations in Australia, North America, and the United Kingdom. Our native-built application for NetSuite (BFN) is "NextService" and enables customer engagement through Field Mobility. NextService is distributed around the world through multiple channels of distribution and is the recommended Field Service Management product for NetSuite/Oracle. Check us out at http://www.nexttechnik.com for additional company information.

We are now looking for a technical Customer Support Manager to join and lead our Support Team! This person will preferably be located within the surrounding area of Denver, CO, USA (our headquarters is located in Greenwood Village).

Overview:

The Support Manager coordinates our team of Support Consultants, who work to efficiently resolve cases and deliver a fantastic experience to our customers in need

Responsibilities of this position:

• Monitor key team metrics and work with Customer Experience leadership to proactively address areas of concern.
• Ensure incoming cases are triaged throughout the day, prioritized, and assigned to team members including yourself appropriately based on experience and capacity.
• Facilitate and ensure the team attends regular Support Team rituals, such as daily stand-ups.
• Lead by example in following all processes for your team and the wider business.
• Monitor the case volume and response times for each team member including yourself and ensure caseloads are balanced across the team and that everyone has an achievable workload for each day.
• Regularly check in with your team to identify and remove roadblocks.
• Ensure all Success team members are well trained in our processes and product, and work with Success SMEs to continuously improve the capability of the team.
• Work closely with the Product team to align on providing an excellent customer experience.
• Proactively identify and respond to changes to the Success environment, including but not limited to guiding the team on how to communicate increased response times, creating talk tracks for common issues, and so on.
• Ensure your team is following the correct internal processes, including charging for classified billable work as per our customer agreements, tracking time using the tooling provided, using centralized communication methods, and documenting verbal conversations with customers.
• Act as an escalation point for any customers that are unhappy with the service they have received, understand both their technical and experience concerns and liaise with your team and various other internal teams to resolve and regain goodwill with the customer.
• Aim for continuous improvement in the functioning of the Success team - identify opportunities for us to "level up" our Success experience and work with your internal Success network to tackle them.
• Be accountable for the quality of service your team is delivering, and work with Success SMEs to address quality gaps that may arise, both functionally and technically.
• Other duties as assigned.

Experience/Skills needed to be successful:

• 5+ years' experience in customer support, client support, and/or customer service, preferably with a technical focus.
• 2+ years' experience leading Support teams in smaller/start-up environments that require all hands on deck. (We are looking for a leader with high expectations of each of their team members and who isn't afraid to have challenging conversations to coach towards individual and team goals.)
• Consulting experience implementing NetSuite or equivalent ERP solutions (Epicor, Microsoft Dynamics, SAP Business One, Oracle) is extremely desirable.
• Experience working on projects with multiple stakeholders.
• Experience in setting priorities based on both customer and business requirements.
• Strong empathy for customers and a passion for revenue and growth.
• Enthusiastic and creative leader with the ability to inspire others.
• Excellent communication and presentation skills.
• Ability to learn quickly to grasp our systems, processes, and procedures.
• Relevant bachelor's degree or equivalent experience in a related field.

Why Next Technik?

• We offer a range of benefits for you and your qualified dependents (including 401(k), medical, dental, vision, and 100% employer-paid short-term and long-term disability).
• We offer 5 paid sick days, in addition to 15 accrued personal time off (PTO) days and 9 holidays.
• We are expandingly internationally and have some exciting career opportunities to show for it.
• We are a fast-paced company that truly believes in collaboration, teamwork, and clear, transparent communication. It's all about the customer and employee experience!

If you have a passion for technology, are looking for a new challenge in a rapidly growing business, and have a true passion for customer success then we are the team for you! We look forward to reviewing your resume/CV.

Next Technik is proud to be an Equal Employment Opportunity employer that is committed to diversity and inclusion in the workplace. The estimated salary range for this role is displayed as: $120,000.00 - 140,000.00 USD. Next Technik takes into consideration many factors when determining your actual salary such as education, training, and experience, as well as the position's work location (Note similar positions located outside of Colorado will not necessarily receive the same compensation), expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment. Most candidates will start in the bottom half of the range.