The Manager of XYPRO Customer Support leads an enthusiastic and knowledgeable team that provides quality service through systems and processes that prioritize and resolve customer issues. This key role is responsible for a gold standard level of customer service, and serves as the voice of the customers, providing regular updates to XYPRO Leadership on customer issues.
Responsibilities:
- Timely and effective resolution of customer reported issues.
- Create and refine customer support strategy and procedures.
- Establish, monitor, and communicate team performance metrics.
- Improve customer service quality by conducting and evaluating surveys.
- Expand and maintain an accurate and technically rich Knowledge Base.
- Optimize workload distribution for the team.
- Manage workloads to facilitate participation in User Acceptance Testing.
- Anticipate problems/concerns and establish appropriate contingency plans.
- Provide mentorship and conduct performance reviews.
- Keep the customer support team up to date on industry best practices.
- Encourage and support the education opportunities of your team.
- Keep yourself current through educational opportunities, maintaining personal networks, and professional organizations.
Requirements:
- 5+ years of experience leading technically focused Enterprise customer support teams in a fast paced mission critical environment.
- Bachelor’s degree (or equivalent experience) in software, technology or a related field.
- Obtain and maintain CISSP certification.
- Detail oriented with strong delegation and prioritization skills.
- Persistent, measured and organized when addressing complex issues
XYPRO, a well-known cybersecurity software and solutions brand within the HPE NonStop community is headquartered in the beautiful foothills of Simi Valley. Our responsibility to a high-profile, international customer-base means you’ll participate in a fast-paced, results-driven environment, meeting deadlines and celebrating exciting wins! Full-time, U.S. based employees enjoy excellent Healthcare, Dental, Vision, 401K, generous vacation time, paid parental leave, regular company celebrations, summer half-day Fridays, and are encouraged to take their birthday off!
*No outside agencies please
