Technical Services Manager

2 weeks ago

Carlsbad, United States GLDS Full time

Title: Manager of Customer Success aka Technical Services Manager

Date: May 13, 2024

Location: Carlsbad, CA (Hybrid) or Remote, located in: CA, NV, AZ, MO, or AL. We cannot support remote employees from any other states.

Job Type: Permanent, Full-Time

GLDS provides the leading customer management, billing, and service delivery software solutions for the broadband internet market. We create, install, and support some of the most popular business-to-business solutions for the broadband market. With a global footprint, our solutions have been installed in 48 countries and 49 US states. We're a modest, very stable organization that's poised for growth. We're looking for someone with experience helping structure, and then scale, a technical support and implementation team which is located in-person in CA, and remote throughout the U.S. and Canada.

We're a nimble company that's light on talk, and heavy on action. Many of our processes and procedures are undocumented, giving way for opportunity to bring standardization and processes to our successful actions and key deliverables.

What you'll do

The Manager of Customer Success staffs, develops, and manages a team of software support team members including Technical Support, Documentation, and Implementations – about 15 people in all.

We're a low-volume, high-touch company and strive for complete customer satisfaction when that can be achieved. We're looking for a "working manager" that's not afraid to get their hands dirty with customers, and with the development, product management, documentation, and support teams. This isn't a role where you sit behind a desk and tell everyone what to do. You must be at the top of your game technically, be able to learn, and help troubleshoot very complex technical issues. The Director of Customer Success acts as GLDS' systems ambassador and liaison to the customer, and as the customer's representative within GLDS. They are the first point of escalation and empowered to resolve most customer issues. This role is also responsible for continuously improving business processes, and learning, within the Technical Support team.

  • Responsible for the management, mentoring, and development of the Technical Support, Implementations and Documentation teams. Team members are based in Carlsbad and in remote offices, in different time zones.
  • Develop discipline and structure around support and implementation processes to ensure quality and consistency of customer experience, as well as improve internal support efficiency.
  • Accountable for operational results of team in terms of performance standards/metrics, customer satisfaction, and expenses.
  • Serves as primary escalation point in resolving customer issues.
  • Together with Product Management, help support the alignment of customer needs with GLDS services and products.
  • Analyzes high level customer problems with respect to technical, business, and operational areas of customer service and has responsibility for recommending GLDS product improvements relating to these issues.
  • Drives the administration and execution of customer support programs, projects, and processes.
  • Help maintain Technical Support as a differentiator that GLDS can leverage to win and retain accounts by ensuring the team delivers responsive, reliable, and professional support.
  • On occasion, represents GLDS at industry events, and trade shows.
  • Once experienced (several years) participate in on-site customer consultations.
  • Serve as the liaison between Technical Support, Product Management and Development to ensure a well-documented, well-trained transition of new features/products for deployment and support. This effort will include internal training of all Tech Services personnel.
  • Responsible for coordinating, assigning, and monitoring all professional services, implementation, and customer project work.

What you'll have

  • At least two years' experience growing, mentoring and investing in a technical support and implementation group for a software company.
  • Bachelor's degree in computer science or technical business-related field.
  • Ability to troubleshoot and coach through very complex, technical issues is a must.
  • Longevity of 5 years or more at previous companies, supporting in depth scope of product and industry knowledge. We're not interested in job hoppers.
  • We'd be thrilled if you had experience as an internet service provider, cable operator, or something within the ISP world.
  • Hands-on experience with back-office billing systems and other BSS platforms preferred but not required.

About GLDS

Passion, creativity, and integrity are critical to our success as a team, our people are at the center of it all. We believe that each of us plays a key role in delivering exceptional customer service to our clients, and that our success is reliant on our exceptional culture and team centric environment.

What we offer

  • "Family" Style Company Culture
  • Business Casual Work Attire
  • Gorgeous Office Minutes from The Beach
  • Generously Appointed Kitchen Stocked with Snacks & Beverages
  • Career Development and Mentoring
  • Company Subsidized Health Insurance
  • IRA Retirement Plans – Company Match Offered
  • Paid Vacation, Sick Leave, & Corporate Holidays

What to expect

The interview process for successful candidates will be a phone interview followed by a virtual interview, with a final in-person interview in our Carlsbad, CA office. References will be requested.

The legal stuff

This position is open to U.S. Citizens, work authorization sponsorship is not available at this time.

GLDS does not accept unsolicited resumes and/or services from agencies.

Disclaimer

The above statements are intended to describe the general nature and levels of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

GLDS is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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