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Technical Customer Solutions Manager

| Greater NYC Area

Who We Are:

We are Sisense; a radically innovative BI company focused on redefining every aspect of business analytics. We love innovation; we always seek to develop better our solutions and delight our customers. Turning complexity into simplicity is our goal, and we accept no less than ‘WOW!’. Sisense provides a single-stack BI solution, from a blazing fast analytical server that can mash up complex data sets out of various source providers, through a killer analytical product that turns data into actionable insights using proprietary technologies that leave other analytical engines in the dust.

What Are We Looking For?

We are hiring for a customer-centric leader who is energized by the challenges of delivering world-class support! The Technical Customer Support Manager will assist in moving our top notch customer support team to the next level by scaling the team up and delivering efficiencies while remaining flexible to meet the very technical needs of our customers. Our ideal candidate leads by example and exhibits a dedication to develop their team members along the way.

What You’ll Do?

The Technical Customer Support Manager at Sisense plays an integral role in part of the Customer Success team. As a leader, you will help the Technical Solutions Consultants (TSC) understand their requirements and collaborate with the rest of our talented teams to provide them with a unique customer experience and service. Customer Delight is not just a moto at Sisense, it’s what we truly believe in. As a manager for the TSC department, you will work through complex data environments with customers from all sizes and industries, to deliver exceptional support and value from our amazing product. Key responsibilities include but not limited to:

  • Direct leadership, coaching and management of Technical Solution Consultant team
  • Assist team by answering technical questions, resolving issues and guiding best practices
  • Provide reliable resolutions to critical and high impact customer issues
  • Provide quality customer service, including interacting with customers, answering customer inquiries and effectively handle customer complaints
  • Improve customer service quality and efficiency results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes
  • Develop processes to maintain knowledge base of technical solutions and resources and establish sustainability plan
  • Ensure that the Technical Support team provides the highest level of service at all times ensuring client confidence.
  • Manage escalated cases as necessary
  • Proactively work with other managers and executives in strategic planning and implementation of policies and procedures that improve service levels and efficiencies


Group:
CS - TSC
Position Type:
New

What you will likely need to succeed....

  • 5+ years of experience with managing technical teams
  • Data driven, analytical skills and Strong technical experience
  • Strong written and verbal communication skills
  • Customer-oriented and able to interact with customers effectively
  • Manage and prioritize multiple tasks
  • Excellent problem-solving and organizational skills
  • Experience working in a high-tech, software, or SaaS company (Preferred)
  • Previous management experience in a customer-focused organization (Preferred)
  • Experience with ETL and BI tools such as Informatica, SSIS, SSRS, Business Objects, Cognos ,QlikView or Tableau (Preferred)
  • Programming / scripting experience and knowledge of software development life cycle (Preferred)

Sisense is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We only care that you embody the Sisense DNA which is Teamwork, a "Can-Do" Attitude, Drive to Win, Creativity and the Fight to help our clients succeed. 

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Location

1359 Broadway 4th Floor , New York, NY 10018

What are Sisense Perks + Benefits

Sisense Benefits Overview

Sisense Inc. offers a comprehensive benefits program to all eligible employees. Employees are eligible to enroll in the various plans on the date of hire, within 30 days of a qualified life event, or annually during the open enrollment period. We are confident that you will find this benefit package of great value to you and your family.

Medical, Dental and Vision plans, health savings account with employer contribution, flexible spending account employer paid long term and short term disability, employer paid Life Insurance and AD&D Insurance, additional Life and AD&D insurance options, 401K Plan w/ employer match, 10 Paid Holidays, 15 PTO Days, 5 Sick Days, plus additional 4 days off a year, first Friday after each end of quarter we “Come up for Air” (mandatory and doesn’t take away from your vacation days), health advocacy, employee assistance program, generous employee referral program, free stocked kitchens, WellSense programs that include yoga, workout programs, etc to promote healthy/happy employees, discounted tickets (ticketsatwork), paid parental leave, pretax parking/commuter benefits (NYC), Paid Parking (AZ), Employee Experience Program that includes monthly/quarterly events like happy hours, employee outings, summer party, holiday party.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Sisense's offers several Flexible Spending Accounts (FSA) through Wageworks. The programs are: Health Care FSA, Dependent Care FSA, and Commuter Benefits.
Disability Insurance
Sisense's provides short-term and long-term disability.
Dental Benefits
Sisense provides two options for Dental through Delta Dental: DHMO and a PPO.
Vision Benefits
Sisense's Vision Service Plan is covered by VSP.
Health Insurance Benefits
Sisense's health insurance plan is with Cigna and we offer three options, PPO, HSA - High, & HSA - Low.
Life Insurance
Sisense offers employees who work 30 hours or more, basic Life Insurance and employees have the option to elect voluntary Term Life Insurance.
Wellness Programs
Sisense's offers bi-weekly yoga classes and monthly mashups activities.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Happy Hours
Professional Development Benefits
Diversity Program
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