JOB DESCRIPTION

Job Title: Manager, Technical Support Location: Denver/US Field Function: Customer Support (Technical) Position Type: Regular, Full-time Position Level: Senior

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential. Xactly delivers a first-of-its-kind, end-to-end Intelligent Revenue Platform that enables businesses to accelerate the digital transformation of their revenue operations (RevOps). Xactly pairs rich empirical data and purpose-built AI capabilities in one platform to advance the quality and scope of data-driven decision making through the revenue lifecycle. Xactly empowers growing enterprises to effectively manage their revenue generation. Xactly's Intelligent Revenue Platform carries organizations through the full Revenue lifecycle by focusing on planning, territory and quota, incentives, and pipeline management and forecasting from initial strategy development through execution and prioritization of all aspects of revenue optimization. Harnessing the power of AI, Xactly's scalable, cloud-based platform combines great software with the industry's most comprehensive 16-year data set to give customers the trusted insights they need to improve sales performance and grow revenue.

THE OPPORTUNITY

As the Manager, Technical Support (US) at Xactly Corporation, you'll be responsible for building and leading a team that provides support for high-profile customers worldwide who are using solutions on our first-of-a-kind end-to-end Revenue Operations platform. We are seeking a proactive, driven leader who is passionate about technology, continuous improvement and helping others reach their potential. As part of your role you will work directly with customers and support your team as we provide solutions and identify and review root causes of issues. 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!

THE TEAM

Xactly's Support team is a talented and growing global team with members in Australia, Canada, India, The UK and The US. The team works closely to transfer knowledge and collaborate to ensure we deliver quality support to our customers around the world.

THE SKILL SET:

• 5+ years of management experience leading global technical support teams of 8+ individuals providing technical support to System Administrators and Developers.
• Exceptional SQL skills
• 3+ Years of experience providing technical integration support for complex, high volume integration and ETL solutions for large Enterprise customers.
• Experience developing, implementing or supporting complex Revenue Operations or Business Intelligence Solutions or similar.
• A proven ability to understand how complex customer requirements map to a flexible and scalable solutions
• Proven success working closely with software development teams to define and champion the development of updates designed to reduce issues and increase ease of support
• Prior experience identifying a team's technical training needs and building effective training program
• Excellent communication and planning skills
• A Strong track record of motivating and developing a high-performing team
• A passion for driving efficiency and optimizing processes and demonstrated success designing and implementing new support processes and workflows.
• B.Sc. In Computer Science, Engineering or Information Systems preferred

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 team
• Builds relationships with development and support leaders
• Understand Xactly's support policies and processes
• Start to form opinions about improvements and updates you will make to improve customer and team member experience and increase overall quality and efficiency Xactly tools and software

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.
• Provide troubleshooting support for some of the more complex tickets
• Develop a deep understanding of the skillset and career desires of your team members and formulate plans to closing training gaps.
• Provide management reporting and visibility into cases and trends

WITHIN SIX MONTHS, YOU'LL:

• Be a fully integrated member of the Customer Support management team
• Be very comfortable managing customer escalations
• Roll out your first set of process changes
• Firm up plans for the team for the following 2 quarters.

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

• Flexible Time Off (FTO)
• Comprehensive Insurance Coverage (including pet insurance!)
• Tuition Reimbursement
• XactlyFit Gym/Fitness Program Reimbursement
• Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks
• Access to Corporate Discounts
• Parking & Commuter Benefits
• Up to (3) Days Paid Leave to Participate in Community & Volunteer Opportunities
• End of Month Surprises, Contests, BBQs, Parties & Reward Vacations
• 401(k) Retirement Savings Plan & Employer Match

THE XACTLY STORY

Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we're committed to upholding them by delivering the best we can to our customers.

We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model. Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.

Skills & Requirements Qualifications

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.