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Strategic Support Manager


Software AG is one the seventh largest software vendors in Europe, with 10,000 Enterprise customers in over 70 countries. Founded over 50 years ago, we are a provider of the industry leading Integration & API and IOT platform. Software AG empowers customers to unlock their data, turn it in to value and shape a better future.

The Strategic Support Manager (SSM) role is a critical customer service role within the Support organization, working closely with several departments including Support, R&D, Services and Sales, as well as externally with Customers. As an SSM, your primary responsibilities will be to coordinate and drive the resolution of critical technical issues, provide timely and accurate updates regarding these issues and provide feedback on how to avert such situations in the future, if possible.


This position will be based in Madrid (Spain)


  • What you will do in this role

    • Handle escalations initiated by Customers or Software AG employees.
    • Take charge of the situation and direct the necessary resources to affect a resolution.
    • Keep all stakeholders (internal and external) apprised of status, outlook and resolution plan.
    • Work with Support and RnD to align on priorities and resource allocation, balancing escalation and workload management .
    • Conduct escalation root-cause to drive continuous improvement in end-to-end incident handling.
    • Provide pro-active escalation management
    • Drive Global Support process improvements by leading and contributing to specific projects aimed at improving overall quality of service.
    • Cultivate growth of the customer relationships to promote reference capabilities and additional product and services sales.
  • What you need to be successful in this role

    • Education equivalent to a 4 year college or university education with an emphasis in Computer Science, Business Administration or a related field.
    • 6+ years technical experience working for a medium to a large software company
    • Knowledge of Excel, Pivot table (reporting and analysis), PowerPoint a plus.
    • Ability to effectively manage crisis situations.
    • Ability to understand customers’ business needs, challenges, and expectations.
    • Ability to summarize complex technical topics into common language for nontechnical/business oriented stakeholders.
    • Exceptional verbal and written communication skills
    • Ability to work independently with little direction while balancing multiple competing priorities.
    • High degree of influence management capability, motivational and conflict resolution skills.
    • Advanced Project Management, problem-solving, analytical and decision making skills.
    • General Software AG product knowledge at the conceptual level, especially appropriate terminology.
    • English high level knowledge and Spanish.
  • What you can expect

    • Challenging, fast-paced, fun working atmosphere in a committed, innovative, global team.

    • Early assumption of responsibility for a diverse range of tasks.
    • Comprehensive training opportunities for profession and personal development
    • Opportunity to learn Cloud and IoT technologies
    • Social benefits like life insurace, flex compensation plan, employee assistant plan, flextime, homeworking, ... according to your role and personal circunstances.


















Área de trabajo: Manager, Computer Science, Cloud, Project Manager, Strategy, Management, Technology