If you combine your customer support leadership experience with strong problem-solving skills, this position offers you several compelling opportunities. You will :
Enjoy the entrepreneurial energy and excitement of a new venture, along with the stability and resources of a proven industry leader.
Work with the latest technology as we create 100% cloud-based solutions.
Work with people who share your commitment to high standards and are dedicated to delivering market-changing solutions.
Our platform is widely regarded as one of the top few marketing platforms in the world
Demonstrate your potential to take on new responsibilities and pursue new opportunities as we grow.
Lead a client-facing product support team for our Acoustic Marketing products. Monitor client cases on an ongoing basis to ensure quality and responsiveness.
Understand the Acoustic Marketing suite of products. Able to assist team in problem-solving to drill to the root cause of the issue or situation.
Help balance the team’s workload, ensuring coverage to meet responsiveness objectives, while also involving the team in organizational projects and initiatives.
Track Support metrics to evaluate individual and overall team performance. Able to present and articulate metrics to company leadership.
Collaborate with peers and global team to ensure operational efficiency (scheduling, cases progressing globally, etc. )
Identify, develop and execute support / company initiatives to improve efficiency and overall customer satisfaction.
Manage client escalations and CritSits, raised internally or by clients. Assist team in managing overall client escalated situations, following internal escalation guidelines.
Help drive product and process improvement with Support and Cross-Functional Peers, such as Engineering, Product, and DevOps.
This includes driving resolution to critical customer defects, outages, enhancements, and operational improvements.
Drive support training and readiness for new product / feature rollouts.
Contribute to the overall strategic direction of support.
Follow all Acoustic policies and procedures.
Help develop and maintain a positive working environment. Ability to rally team and keep optimistic outlook in a support environment.
Help team with careers, assignments, and opportunities. Ensure team has stretch projects that balance their work, but keep them challenged and add to their career portfolio.
Proactively engage with support team, providing performance feedback, assisting with needs, and ongoing / annual reviews.
Provide guidance where the opportunity arises.
Serve as part of an oncall rotation based on business need.
Travel if necessary.
Four year degree in IT, Business, or related field
Minimum of 3 years leadership experience in Support or related field.
Experience with Saas marketing software.
Exceptional leadership ability; Must be able to provide direction to others and be available for your team.
Excellent communications and interpersonal skills. Ability to discuss dynamic situations with clients with little notice.
Aptitude for troubleshooting technology and helping others break down problems into simple parts. Help connect the dots across issues.
Must be adaptable to change and driving change in an ever-changing environment.
5 years leadership in high case volume support environment
Minimum of 3 years leadership experience working and managing a global, 24x7 support team.
Acoustic is an independent marketing cloud with the open platform needed for success in a dynamic world. We’re reimagining marketing technology by lessening the burdens of repetitive tasks and equipping marketers with powerful technology that is simple and easy to use.
We give marketers more time to do what really matters to think bigger and put themselves back into the work. We help marketers aim higher, bringing humanity back into marketing.
Acoustic serves an international client base of more than 3,500 brands, including Fortune 500 companies, providing digital marketing, marketing analytics, content management, personalization, mobile marketing, and marketing automation solutions.
For more information, visit www.acoustic.com. Acoustic is proud to be an equal opportunity employer. We value diversity and are committed to providing an inclusive environment for everyone.
All employment is decided on the basis of qualifications, merit, and business need.