Support Operations Technical Program Manager

VAST Data-posted about 2 months ago
Seattle, WA
501-1,000 employees
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We are seeking a highly skilled, dynamic, and motivated Technical Program Manager to join our Customer Support Operations team. In this role, you will be a technical resource responsible for leading and managing technical programs that enhance the efficiency and effectiveness of our customer support operations. You will collaborate closely with cross-functional teams including engineering, product management, and support to drive initiatives that improve our support processes, tools, and customer experience, working directly with all levels of the organization.

  • Lead and manage technical support programs, helping to organize and track work via sprints or otherwise holding CS team members accountable for incremental progress.
  • Manage prioritized projects outlined in the Customer Success roadmap.
  • Collaborate with cross-functional teams (including R&D, product management, and sales) to drive successful program adoption, KPIs and iterative improvements.
  • Develop and maintain key performance indicators (KPIs) to measure the effectiveness of the programs you own.
  • Provide regular reports and insights to senior management and the customer support team to communicate progress and blockers.
  • Identify opportunities for process improvements within customer support and own follow-up where needed.
  • Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction.
  • Streamline and simplify manual and repeatable work for Customer Success team members and business partners who engage with us.
  • Keep CS runbooks and SOPs up-to-date.
  • Communicate between customer support and engineering teams.
  • Engage with engineering and product management to be informed about product updates and new releases and how they impact internal processes and support enablement.
  • Champion the voice of the customer within the organization, ensuring that customer feedback (and supportability) is integrated into product development and processes through the Problem Management program.
  • Collaborate with the customer success team to proactively address customer needs and concerns by making sure that proposed changes are followed up on and implemented.
  • Work closely with the customer support team, engineering teams, sales enablement and product management to develop and deliver technical training programs for customer support teams.
  • Facilitate ongoing skill development and knowledge enhancement for support staff via 101, 201, and 301 programs, certifications, and new product and feature training.
  • Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field.
  • Minimum of 5 years of experience in technical program management or project management, preferably in a customer support or operations environment.
  • Experience with support tools and technologies is highly desirable.
  • Preferred: Enterprise software or high-tech industry experience is a plus.
  • Preferred: Intermediate to Advanced experience with Salesforce (SFDC), Jira, Confluence.
  • Preferred: Experience with agile methodologies and sprint planning.
  • Advanced degree or relevant certifications are a plus.
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