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Technical Support/CRM Manager
California
San Diego Metro Area
Technical Writer - Technology
JN -122018-3793

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Our client is looking for someoen to manage their small, growing Technical Support team and need someone who has managed or led (and wants to manage) a technical support organization for a SaaS product.  This team is working with their SaaS cloud workflow management software,  They also need someone who has a solid understanding of CRM ticketing systems (how it should function, workflows, etc.) as they will be building a CRM from the ground up.  They offer competitive base salaries, as well as bonuses, unlimited PTO, and a solid benefits package.

Technical Support/CRM Manager
San Diego/ Full Time
 
This position is responsible for managing and growing a team that provides SaaS technical support for our cloud workflow management product.  This person will implement best practices, as well as be an integral Administrator for the roll-out of our CRM.

Responsibilities:

  • Responsible for the direct supervision, mentoring, and leadership of a team of technical support engineers, including actively participating in working support ticket queues.
  • Leads design, development, customization and implementation of our CRM instance
  • Work collaboratively with other teams to resolve technical issues and ensure top customer service
  • Administrative CRM functions such as end-user support, user account maintenance, configuration, maintenance, manage workflow rules, customer objects, etc.
  • Customizes, configures, administers, and advises on the CRM platform
  • Develops appropriate operational performance KPIs including SLA attainment, FCR, throughput, etc.
  • Acts as a point of contact for management escalation of service requests and escalating customer concerns/complaints to Director, as necessary.
 
Requirements:
  • 5+ years of experience working technical support tickets for a SaaS product required.
  • 2+ years of experience as a CRM administrator, preferably including Service Cloud
  • Certifications strongly preferred (sales cloud and developer certs highly desired)


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