JOB DESCRIPTION

Job Title: Manager, Premium Plus Support

Location: Field US / Denver, CO

Function: Customer Support (Technical)

Position Type: Regular, Full-time Position

Level: Senior

THE OPPORTUNITY

As Manager, Premium Plus Support at Xactly Corporation, you'll be responsible for providing excellent 24X7 care for our top support offering, Premium Plus, and managing a team of analysts dedicated to these accounts. We are seeking an energetic, driven leader who is passionate about helping customers solve challenging business problems and helping others reach their potential. In this role, you and your team will establish close relationships with Premium Plus accounts, including regular check-ins to review cases, and will demonstrate the value of the service. You will work directly with customers worldwide to handle escalations, provide solutions and review root causes of issues. You will drive cross-functional collaboration to identify solutions and proactively ensure the health of these customer solutions. Additionally, as a member of the Customer Support management team you will be responsible for designing, documenting and implementing excellent workflows and processes and ensuring your team meets a challenging set of KPIs. We're all about making things easier, better, and more efficient for our customers and team members. Our goal is to build the best Customer Support department on the planet, and you will help us do that!. At Xactly, we believe everyone has a unique story to tell, and these small differences between us have a big impact. When bright, diverse minds come together, we're challenged to think different ways, generate creative ideas, be more innovative, and take on new perspectives. Our customers come from different cultures and walks of life all around the world, and we believe our teams should reflect that to build strong and lasting relationships. Proactively ensuring the health of customer...

THE TEAM

Xactly's Customer Support team is a talented and growing team. It's a global team with members in San Jose, Denver, Bangalore, Toronto, and Australia. The team works closely to transfer knowledge and collaborate to ensure we deliver quality support to our customers around the world.

THE SKILL SET:

• 4+ years of management experience leading teams of 8+ individuals providing 24X7 support
• 3+ years experience providing support for complex, mission critical SaaS solutions for Enterprise customers across multiple geographies
• You have a number of wins you can share where projects you initiated drove measurable improvement in key KPIs
• You can point to more than a handful of customers who sing your praises when talking about the intelligent, collaborative and effective way you worked with them through challenging situations.
• Excellent communication and planning skills
• Strong track record of motivating and developing a high-performing team
• Strong problem-solving skills and analytical skills
• A passion for driving efficiency and optimizing processes
• Experience working with cross functional teams
• Ability to present solutions to both technical and non-technical people
• Experience with consulting/systems implementation. Comfortable working directly with customers.
• Prior experience in a Support role for enterprise applications (e.g., ICM, ERP, CRM, HRMS) a plus!
• Prior experience in a Customer Success role a plus!
• Bachelor's degree or equivalent experience preferred

Final pay determinations, salary ranges and pay increases are established by the employer. They are based upon a combination of local industry benchmarks, budget, experience, and internal comparisons.

Salary ranges allow for growth opportunities as the employee develops new skills, and/or hones current skills.

Salary Range: $78,700 - $98,400 salary + semi annual bonus

WITHIN ONE MONTH, YOU'LL

• Gain an understanding of the concepts underlying Xactly's tools, software and data structures and the scope of work of the Support team.
• Become familiar with the common issues and challenges facing your teams
• Understand Xactly's support policies and processes
• Build relationships with the team and internal business partners (Professional Services, Product, Engineering, Customer Success)
• Gain a strong understanding of Sales Performance Management space and the business challenges Xactly solves
• Get a firm handle on all key metrics and their drivers.

WITHIN THREE MONTHS, YOU'LL

• Develop the understanding necessary to address most cases and their underlying issues and provide support to your team as they work their caseload.
• Take on some of the more complex tickets
• Develop a deep understanding of the skillset and career desires of your team members and formulate plans to close training gaps.
• Provide management reporting and visibility into cases and trends
• Work with the rest of the management team to firm up the blueprint with plans to execute for the next year and beyond
• Establish yourself as an effective leader within the Support team and an excellent partner for external departments.

WITHIN SIX MONTHS, YOU'LL

• Driven a number of process improvement projects to completion
• Be well versed in all of our products
• Be well versed with internal functioning of the organization
• Be a fully integrated member of the Customer Support management team
• Be very comfortable managing customer escalations.

Xactly delivers a scalable, cloud-based enterprise platform for planning and incentivizing sales organizations, including sales quota and territory planning, and predictive analytics. Using this powerful sales performance management (SPM) portfolio, customers mitigate risk, accelerate sales performance, and increase business agility.