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Software Support Manager

Overview:

Gimmal is looking for a Support Manager to join our team in Houston, TX or St. Louis, MO.  As Support Manager, you will help build and scale an enterprise client support organization focused on software solutions surrounding enterprise content management in Microsoft ecosystems by leading a team of Support Engineers out of Houston, St. Louis and off-shore. Through your team and leadership, you will take ownership of the client support KPIs. You will provide guidance to you team in managing their accounts and workloads and serve as a coach through challenging situations with clients.

Responsibilities:

  • Lead and manage a small team of Support Engineers, who will work alongside Sales, Professional Services, and Engineering to provide unparalleled service and support to our clients. This will include regular one-on-one meetings focused on account management and professional development.
  • Take a leadership role in all client relationships, including escalation situations, ensuring that critical client needs are met in a time-sensitive fashion.
  • Strategize and execute on department-level goals, including but not limited to churn reduction, user adoption, customer satisfaction, and team growth.
  • Participate in, and/or identify, design and deliver cross-functional projects that support strategic improvements in scaled processes, services, and systems to enable the team to exceed goals and spend more time with customers.

Qualifications:

Need to Have:

  • 5-8 years’ experience in software consulting, sales, account management or client success in a high-growth technical environment.
  • Minimum 2 years’ people management, with experience managing remote resources as well.
  • Outcome-driven and metrics oriented.
  • Self-motivated team player with track record of success partnering with peer colleagues, sales counterparts, and other cross-functional stakeholders to deliver results on time and on budget.
  • Strong presence and presentation skills; comfortable talking to C-level executives and developing relationships at all levels of a customer organization.
  • Natural leader and passionate coach with fresh ideas about Client Success who inspires their team to perform.
  • Bachelor’s degree required, MBA or equivalent preferred.
  • Ability to travel up to 25%.

Nice to Have:

  • Experience supporting Microsoft SharePoint.
  • Experience in the Enterprise Content Management space.

 

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