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Cloud Support Manager- Req #371United States /Support – Support /Full-timeMore than ever before, businesses need to securely move vast amounts of data. Cleo solutions tackle the complexity of getting mission-critical data to the right people who can make prompt data-driven business decisions to better compete. With over 100,000 proven installations worldwide, Cleo offers enterprise integration software that meets the needs of companies of all sizes – from the smallest to the Fortune 500. Cleo, headquartered near Chicago, is rapidly growing while adding incredibly talented professionals to its dedicated worldwide team.At Cleo, we are not only passionate about helping our customers reach success, but we are also passionate about our team members. We foster innovation in a thriving, high-velocity work environment. Our team members are among the best and the brightest, working in an environment where strategy, technology, and marketing intersect to create amazing products. The PositionThe Cloud Support Manager is a highly motivated professional that is responsible for supplying leadership and day-to-day guidance to team members through collaboration and adherence to processes, procedures and guidelines. The primary focus of this position is to supply world-class product support for SaaS customers in a pro-active, professional manner, exceeding customer’s expectations.What you will be doingManage day-to-day activities of the cloud support team by supplying guidance and direction as needed
Triage and manage issues and service requests assigned to team and assign to members based upon workload, complexity, and resource availability
Mentor and develop team to increase skillset
Aid with managing overall prioritizations with production issues, releases, and new implementations
Oversee implementation handoffs from Professional Services to Support
Track progress of tickets and focus on follow-up and meeting SLA requirements
Aid on finding root cause of issues and communicate both internally and externally
Verify that all necessary requirements, incident details, sample data, and other supporting documentation are supplied when escalating issues for further investigation
Track and report on metrics for tickets assigned to team
Serve as a point of escalation for customers and ensure proper resources are engaged for prompt action and proper traction
Manage onboarding of new personnel, conduct performance reviews, one-on-one meetings and professional development of subordinates
Conduct personnel interviews for new hires
Notify management of issues that may require more attention or escalation
Manage relationships with customers both internally and externally
Excellent communication and interpersonal skills across a wide range of business and technical levels, including Project Management, Support, Services, and Engineering.
Supply leadership, management and motivation for a team.
Build strong, long-term relationships with customers and generate happy, referenceable customers.
Continually refine/improve strategy to deliver Cleo-quality support.
Supply input on user technology and application needs and requirements, implement solutions as needed
Perform more duties, as assigned.
RequirementsBachelor’s degree and/or 3+ years managing/leading a technical support team in a cloud environment or comparable industry.
Highly disciplined in being able to plan and prioritize tasks, strong time-management, and prompt follow-through.
The ideal candidate must have strong attention to details and solid analytic skills.
Detail–oriented with an ability to succeed in a fast-paced ever-changing environment.
Strong decision-making and judgment skills.
Excellent team building, mentoring, and people management skills.
Exhibits above average people skills with an emphasis on the ability to communicate concepts and instructions effectively to support personnel, dealing with a variety of skill levels and personality types.
Possess excellent customer service skills through all levels of communications; incidents/problem management, change, escalation, and recovery management.
Ability to travel, on occasion, to customer locations and/or to take part in company-related events.
BenefitsCompetitive base salary
Great Healthcare + Dental + Vision
401k with company match
Opportunity to work on large, high impact projects
Ongoing training and development
Equal Opportunity Employer: Disability/Veteran
