Manager of Enterprise Support Services

Job posting for dotcms the worlds leading open source java content management system

Manager of Enterprise Support Services

Job Type Full Time Employee
Location Miami, FL Preferred / Telecommute
Education Bachelors

The Manager, Enterprise Support is responsible for the customer experience with the dotCMS Platform -- providing prompt/professional response, resources and solution-driven results for the existing Enterprise customer-base. This includes overseeing inquiries/tickets management (via zendesk); serving as a liaison between engineers & customers and finding resolution for all support related requests.

The manager will work directly with the Director of Enterprise Services and Customer Success department -- creating a positive and value-driven approach, while ensuring that both SLAs and business-mandated priorities are followed. This will require a high level of professionalism, communication and coordination both internally and externally.

Responsibilities

  • Coordinate ticket prioritization with the Enterprise Services and Customer Success teams.
  • Oversee the lifecycle of each customer issue, ensuring clear and continuous communication with the customer throughout, as well as proper resolution.
  • Follow established escalation and notification guidelines
  • Notify Director of Enterprise Services of all service related concerns.
  • Identify opportunities to upsell and improve the customer’s perceived value with the product.
  • Solicit client feedback on call status and satisfaction
  • Manage client’s administrative request including updating client contact information and access to enterprise licenses.
  • Oversee, own, and manage the support platform (Zendesk)
  • Act as a backup to support engineers in initial response to phone and email requests.
  • Solves, or assists support engineers with procedure problems and resource needs
  • Oversee daily scrums with the support team to set daily objectives
  • Analyzes helpdesk support activity and makes recommendations for changes in procedures and systems to management.

Requirements

  • Self-starter
  • Customer-centric approach to problem-solving
  • Excellent client-facing and internal communication skills
  • Excellent written and verbal communication skills
  • Strong analytical and problem solving skills
  • Experience with customer service software, particularly with Zendesk.
  • Ability to work well with large and diverse teams
  • Ability to work under pressure
  • Solid organizational skills including attention to detail and multitasking skills
  • Cloud experience a plus
  • Technical background a plus

Preferred Experiences and Skills

  • Knowledge of Zendesk, JIRA, or other online ticketing systems
  • Knowledge of Salesforce
  • Knowledge of dotCMS or other Enterprise CMS platforms
  • Software Industry Experience
  • Experience leading and managing teams of engineers

Compensation

This is a full time position. Compensation will be commensurate with experience. We offer a competitive benefits packages.  To apply send a resume, cover letter, and samples to: jobs@dotcms.com

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