Technical Project Manager, Support Operations
The Technical Project Manager, Support Operations will be responsible for supporting, providing structure and handling communication for key projects, and tools and automation initiatives that help drive better customer experience with our Qualys platforms as well as drive improvements in ease and efficiency for Qualys Customer Support team while providing support for the platform.
The Technical Project Manager, Support Operations will work closely with Support Product Management, Product Managers, Engineering, Business Application team, Support leaders and sales to drive the above-mentioned responsibilities.
The right candidate must have excellent communication, organizational, leadership, and customer relationship skills. This candidate will establish proper expectations with customers and internal stake holders, drive speedy outcomes within schedule, and communicate status throughout the organization.
DUTIES AND RESPONSIBILITIES:
Utilize quantitative data to identify top support issues by volume, time to resolution, satisfaction, customer impact and other key measures.
Identify scenarios and issues which should be prioritized based on impact
Utilize qualitative data to understand the impact of identified scenarios and issues to customers and Qualys.
Build customer stories and business cases for action for high impact issues.
Partner with product engineering to drive action on top issues in order to improve product quality, documentation, support tools and diagnostic capabilities.
Partner with support leadership to improve support experiences including enhancements to support processes, content, and technical capabilities.
Track status and progress of identified scenarios and issues
Participate in executive reviews to demonstrate progress and gain sponsorship of issues which require exec sign off
Utilize KPIs to determine effectiveness of actions taken
Assist with creation of content for customer facing changes related to Customer Support Portal, Community, Chat, and Phone Support.
Assist with prioritizing feature requests that are important sales blockers and manage communication to sales and marketing working with engineering and PM teams until resolution or decision
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Amazing customer presence & empathy
A background in driving Support Operations improvements in your past roles
Demonstrated technical aptitude, ability to learn new technologies quickly
Minimum 4 years of experience in technical support or sustenance engineering roles with an ability to understand complex technical issues
Collaboration with other teams in a fast-paced environment
Ability to influence, negotiate and persuade
Strength & experience in planning projects and attention to details
Excellent communication skills with ability to build business cases and tell a stories of customer impact.
Strong desire to drive ease of use within the product.
Experience in working with IT security products will be a preferred
Management Skills (Must have):
Communication and interpersonal skills
Ability to negotiate and resolve conflicts.
Building commitment within the team.
Planning and forecasting.
Tracking and monitoring.