Manager, Technical Services

Sales Mill Valley, California


Description

The Glassdoor Technical Services team is the key technical resource for customers, from consultation for companies new to Glassdoor products, to implementation and support through the life of the partnership. Our group supports all Glassdoor products, using expert knowledge to effectively troubleshoot issues, find unique solutions, and recommend improvements and enhancements to our internal Product teams and external partners.

The Manager, Technical Services role is a high impact leadership position where strategy meets execution. To achieve success, you should have the technical aptitude to dig into tricky cases with your team members, while keeping perspective on the whole picture and developing the vision of how we can take our organization to the next level.  You will be reporting into the Head of Technical Services, as part of the Customer Success organization.  

You are confident partnering with cross-functional leaders, and are able to readily transition between technical conversations with Product or Engineering and customer-oriented conversations discussing data and how our products work.  You are data-oriented and have strong analytical skills, you’re comfortable with the use of data to make decisions and improve the performance of your team.  As a leader, you are emotionally intelligent and passionate about leading teams. You get personal satisfaction helping individuals achieve their career goals. You also understand the workings of a startup where everyone is an individual contributor is some capacity - you are excited by this and would describe yourself as proactive and executional.

Responsibilities: 

  • Lead a team of 6+ Technical Services Managers whose main focus is implementing customer campaigns and resolving technical issues quickly and effectively
  • Define, monitor, and manage  key performance indicators in team meetings and individual 1:1s with your team to ensure delivery against agreed implementation and case closure targets. Work with peers in the Customer Success leadership to continually improve measurement and reporting of individual and team performance
  • Work closely with Customer Success leaders to define, implement and iterate upon playbooks which improve the customer experience, enable growth and drive measurable increases in efficiency of processes
  • Cultivate positive and collaborative working relationships with counterparts in Sales, Product, and Engineering teams to create client-first processes and develop aligned OKR’s to achieve our company goals
  • Recruit, develop and retain exceptional Technical Services team members. Deliver impactful feedback, coaching and staff appraisals and lead efforts to manage and grow staff engagement within your team
  • Act as a trusted advisor, subject matter expert and point of escalation for your team and Glassdoor’s customers. Ensure feedback from team members on product functionality, opportunities for efficiency gains, and large scale customer issues  is captured, synthesized and shared with CS leadership and Product/Engineering teams
  • Utilize your knowledge of technology and systems to help team members create queries and tools to efficiently identify technical issues and improve repetitive processes.
  • Develop processes and capability to enable Technical Services to become the centre of excellence for identification and resolution of jobs tracking issues
Requirements: 
  • Bachelor’s Degree in Computer Science, Management Information Systems or related field
  • Minimum 5 years experience in a technical role, preferably within technical support, product, or engineering role
  • 2+ years experience with people management, preferably in a B2B organization
  • Working knowledge of SQL, common web technologies, and protocols including, but not limited to: HTML, Javascript, XML, HTTP, FTP
  • Experience using SFDC (or similar CRM) required; familiarity with Gainsight, Totango or other Customer Success platforms desirable
  • Strong analytical and problem solving skills, with a solution-oriented mindset
  • Process orientation and ability to define robust, efficient and scaleable processes for workflow management
  • Excellent leadership capability and track record of successful people management
  • Strong communication and influencing skills
  • Commitment to Glassdoor’s mission and values

Why Glassdoor?

  • Work with purpose – join us in creating transparency for job seekers everywhere
  • Glassdoor gives back! Glassdoor is a Pledge 1% member; all employees receive 3 paid volunteer days per year
  • 100% company paid medical/dental/vision/life coverage; 85% dependent coverage
  • Equity in a late stage startup backed by top-tier VCs
  • Sunny & peaceful Mill Valley offices located right on the water
  • Walking, running and biking trails steps away from the office
  • Onsite gym and fitness classes
  • Free catered lunch; new menu daily
  • Paid holidays and flexible paid time off
  • Your choice between Mac or PC
  • Dog-friendly office (with dog-free zones if you are so inclined)
  • Free parking

Glassdoor is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Glassdoor is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.