Customer Support Manager
About Us
Appirio provides products and services that help enterprises accelerate their adoption of on-demand. Appirio has a proven track record of delivering business value to customers by implementing mission-critical Software-as-a-Service (SaaS) solutions based on platforms such as Salesforce and Google Apps, and developing innovative applications that connect and extend today's leading on-demand platforms. Appirio was founded in 2006, is the fastest growing partner of salesforce.com and Google, and is backed by Sequoia Capital.
Candidate Profile
We are looking for a customer support manager to be responsible for services delivered by Appirio to its customers under a monthly or annual subscription model. Such services will likely include:
- Ongoing technical support services for solutions created and delivered to customers by Appirio consultants
- First- and second-line technical support for customers of third-party solutions, such as Salesforce.com and Google Apps
- Post-sales support for products created by Appirio's products team
- Other service offerings to be determined, such as Google AdWords spend management
Duties of the Customer Support Manager will include:
- Ensuring knowledge transfer from technology providers (consultants, R&D staff, third party companies) to the customer support team in preparation for delivery of support
- Delivery of world-class support services to Appirio customers, with a focus on rapid initial response time, thoroughness and accuracy of solutions, and professional communications
- Ensuring all team activities are carefully tracked and managed in Appirio's CRM system
- Day-to-day management of team members, who will likely work remotely
- Contribution of observations, recommendations, and strategic advice to the Appirio executive team regarding current and future revenue opportunities for delivery of ratable services
Key Requirements
- A minimum of five years of experience in a similar role for a technology company, preferably software
- Proven ability to manage technical talent, including developers
- Excellent verbal and written communication skills
- Specific industry experience with software-as-a-service, specifically Salesforce.com and Google Apps is a plus
Salary and Benefits
- Competitive salary and incentive compensation structure based on experience
- Comprehensive health plan through BlueCross BlueShield including medical, dental, and vision coverage (full-time employees only) +401K
- Employee can work remotely or from our San Mateo, CA office
Next Steps
- Submit your resume and cover letter to Appirio at careers@appirio.com
- Successful candidates will be interviewed via telephone, then in person
- Appirio is hiring quickly! Customer demand for salesforce.com and Google Enterprise systems is growing every day. We will more than double the size of our company in the next 12 months.
