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Strategic Support Manager

Reston
US

Strategic Support Manager

 

Founded 50 years ago, Software AG is one the seventh largest software vendors in Europe, with 10,000 Enterprise customers in over 70 countries. 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.

We need YOU - a Strategic Support Manager for the North America region. You will coordinate and facilitate Escalation and Crisis Problem Management. You will guide resolution of the most challenging and toughest issues, and identify pathways to making customers successful. You will do this by building cross-departmental collaboration, developing resolution plans, identifying preventive strategies, and being a customer advocate. Your role will drive resolution of technical issues that have severe business impacts to either customers or Software AG. You will be part of a team that is helping customers transform their business from on-premise to Cloud, to unlock potential from IOT integrations, and unlock data using API & Integration solutions.

 

YOUR TASK

  • Drive resolution for escalated incidents and crisis situations, initiated by customers, executives, senior management, field sales management, support management or technicians. Take charge of the situation and direct the necessary resources to affect a resolution.
  • Supply Executive Updates to Senior Management – keeping stakeholders informed of progress and resolution plan.
  • Proactive escalation to Account Executives (Sales), Professional Services and Global Support.
  • Be the Global Support interface into R&D, Sales, Pre-Sales Professional Services, and other functions. Establish joint priorities and resolution plans, and influence resource allocation to achieve an appropriate balance between escalation management and overall workload management.
  • Be a customer advocate, fostering customer relationship and help to achieve referenceability.
  • Drive continuous improvement through root cause analysis of escalation.
  • Drive Global Support process improvements by leading and contributing to specific projects aimed at improving overall quality of service.

 

YOUR PROFILE

  • Education equivalent to a 4 year college or university education with an emphasis in computer science, business administration or a related field.
  • 4+ years technical experience working for a medium to large software company
  • Excel, Pivot Table (reporting and analysis), Powerpoint, a plus
  • Superior written and verbal communication skills with a broad scope of stakeholders from senior management to technical engineers, both internally and customer-facing
  • High degree of influence management capability, motivational and conflict resolution skills
  • Advanced problem-solving, analytical and decision making skills
  • Ability to work independently with little direction while balancing multiple competing priorities.
  • Ability to understand customers’ business needs, challenges, and expectations
  • Note: we also accept applications for other locations in the US.

 

WHAT YOU CAN EXPECT

  • Challenging, fast-paced, fun working atmosphere in a committed, innovative, global team.
  • Extensive induction program incl. personal support for an optimal start.
  • Early assumption of responsibility for a diverse range of tasks
  • Comprehensive training opportunities for professional and personal development
  • Learn Cloud and IOT technologies
  • First-class Health Insurance benefits
  • Generous time-off - Three weeks paid vacation and three weeks paid sick leave
  • 10 paid holidays (including a floating holiday and a community service day)
  • Strong 401(k) Plan

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Nearest Major Market: Washington DC

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