Manager, Technical Support-- Apptio FinOps

Job description

Introduction
We are seeking an individual with support management experience for our Apptio SaaS solutions. Reporting to the Director of Global Support, this individual will work closely with our Customers, Customer Success Managers, TechOps, Field Delivery, Product Management and Engineering, leading a team of Technical Support Engineers, to provide incident and escalation management for technical and account escalations. This position is an integral part of Apptio's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

Your Role and Responsibilities
Leaders are expected to spend time with their teams and clients and therefore are generally expected to be in the workplace a minimum of three days a we ek, subject to business needs.
·  Strong customer facing experience, presence and empathy when managing relationships during escalations
·  Ability to attract and retain great talent. Cares deeply about the team and excels at identifying, mentoring and developing individuals at all levels while providing enterprise-level, world-class customer support
·  Demonstrated passion for creating wildly successful customers, with a track record of rolling out efficient processes and systems
·  Excellent cross-functional communicator and team player. Will need to continuously and effectively partner with Engineering, Products, Sales, Customer Success and Global Services to ensure cross functional initiatives and outcomes are achieved
·  Positive and energetic leadership presence with a strong sense of urgency, hustle and grit
·  Innovative thought leader in Customer Success, with a maniacal focus on customer experience
Us:
Apptio is the CIO’s business management system. We build advanced data and analytics applications that help all IT leaders understand and make informed decisions about their technology investments, capitalize on the cloud transformation and drive innovation within their organization. We call it Technology Business Management (TBM). Our TBM solution experts believe deeply in Apptio's potential to lead our market and disrupt the IT industry on a daily basis. We are passionate about what we do and are driven by a common mission to support and elevate the role of CIOs within their organization. We are team players with an entrepreneurial spirit and an eye on results. We work in a highly collaborative and agile environment where we strive to continuously improve.
What we want you to do:
·  Hire, develop and retain talent
·  Development of performance metrics and KPIs to drive continuous process and service improvement
·  Enhance and manage the support infrastructure to provide greater self-serve for Apptio customers, including but not limited to Knowledge Base, Support portals and Case Management systems
·  Own the escalations for both technical and account
·  Be the voice of the customer interfacing with our products and engineering organizations
·  Achieve business results for customer satisfaction, incident management and support SLAs
·  Manage service vendor relationships

Required Technical and Professional Expertise
Basic Qualifications:
·  Minimum 3 years’ experience leading a technical support organization building and implementing programs and processes to maximize customer satisfaction and adoption of the products.
·  Must demonstrate excellence in managing resources and systems to build a high performing team that ensures customer satisfaction and success.
·  Bachelor degree in Computer Science, Information Technology or a closely related field

Preferred Technical and Professional Expertise
Desired Qualifications:
·  Experience leading both packaged and platform support teams
·  Experience building support team in a SaaS company.
·  Has built and run Premier offerings.
·  Knowledge of public cloud service providers such as AWS, Azure, and Google Cloud
·  Willing to live in/near our Morrisville, NC location