The Requirements
We'd love you to have:- A four-year degree in IT, Business, or another related field.
- 5+ years of customer-facing support management experience.
- 3+ years of experience working in a in a global environment, serving multi-national clients and working from sets of standard internal processes and procedures.
- Experience with SaaS marketing software.
- Exceptional leadership skills, including the ability to provide direction to others and be available for your team.
- Excellent communications and interpersonal skills. Ability to discuss dynamic situations with clients with little notice.
- Aptitude for troubleshooting technology and helping others break down problems into simple parts.
- Adaptability to change and the ability to drive change in an ever-changing environment.
Graphic: Acoustic's solutions are purpose-built and AI-enabled to help marketers create engaging, personalized customer experiences. This icon represents our personalization solutions.
The Role
You will manage a team of about 10 Support Engineers in Gdańsk, part of a larger world-wide team of 100. The larger team handles 25,000 tickets a month and provides 24/7 coverage. The team in Poland will work regular business hours, but may also be expected to provide support for US hours. That would involve working until 9 or 10 pm CET.Specifically, you will:
- Lead a client-facing product support team for our Acoustic Marketing products. Monitor client cases on an ongoing basis to ensure quality and responsiveness.
- Understand the Acoustic Marketing suite of products. Able to assist team in problem-solving to drill to the root cause of the issue or situation.
- Help balance the team’s workload, ensuring coverage to meet responsiveness objectives, while also involving the team in organizational projects and initiatives.
- Track Support metrics to evaluate individual and overall team performance.
- Able to present and articulate metrics to company leadership. Collaborate with peers and global team to ensure operational efficiency (scheduling, cases progressing globally, etc.).
- Identify, develop and execute support/company initiatives to improve efficiency and overall customer satisfaction.
- Manage client escalations and CritSits, raised internally or by clients.
- Help drive product and process improvement with Support and Cross-Functional Peers.
- Drive support training and readiness for new product/feature rollouts.
- Contribute to the overall strategic direction of support.
- Follow all Acoustic policies and procedures.
- Help develop and maintain a positive working environment. Ability to rally team and keep optimistic outlook in a support environment.
- Help team with careers, assignments, and opportunities. Ensure team has “stretch projects” that balance their work, but keep them challenged and add to their career portfolio.
- Proactively engage with support team, providing performance feedback, assisting with needs, and ongoing/annual reviews. Provide guidance where the opportunity arises.
More Good Reasons
Great time to joinOfficially launched in July 2019, Acoustic emerged from IBM's marketing and commerce software offerings, and is backed by private equity firm Centerbridge Partners. On day one we had 1100 employees and 3500+ clients globally, and we've been ranked an industry leader by analysts more than 10 times in the past year. At the same time, we're taking a blank-page approach to the new organization. Fresh thinking is encouraged and new ideas are welcomed.
Commitment to the leading edge
We are investing millions of dollars over the next few months to ensure we have the most modern platform on the market. This includes revamping products to feature future-looking technologies, including built-in AI. You'll play a key role in these efforts. In addition, we're committed to staying ahead of the technology curve, in order to ensure our open technology platform maintains its competitive edge.
The AI advantage
Acoustic always has been a pioneer and innovator in the AI marketing space. Our products leverage Watson, IBM's AI platform -- the one that beat two Jeopardy! champions. Rather than simply layering AI on top of our products, we are integrating it seamlessly into the products.
Proven leaders
Acoustic is led by a team of former IBM executives with deep experience in this industry. Additionally, the development program in Poland will be headed up by Mateusz Urban, a subject matter expert. Mr. Urban previously was Director, Oracle Marketing Cloud Campaign Service, EMEA Consulting; Director, Oracle Maxymiser, Online Optimization Global Campaign Services - Oracle Marketing Cloud; and spent 13 years with Procter & Gamble. He's easy to get along with and places a high value on collaboration.
Market-changing products
You and your teams will support a portfolio of highly successful products; you may know them by their former names:
- Acoustic Marketing Cloud
- Acoustic Campaign (formerly Campaign Automation).
- Acoustic Experience Analytics (formerly Tealeaf).
- Acoustic Content (formerly Content Hub).
- Acoustic Personalization (formerly Real-Time Personalization).
- Acoustic Journey Analytics.
- Acoustic Digital Analytics.
- Acoustic Exchange (formerly Universal Behavior Exchange).
- Acoustic Lifecycle Pricing (formerly DemandTec).
- Acoustic Lifecycle Promotion (formerly DemandTec).
- Acoustic Payments (formerly Payments Gateway).
Keys to Success
To excel in this role you will embrace Acoustic's game-changing, entrepreneurial spirit. This includes being innovative, but also being flexible and adaptable. The new company will continue to evolve, so you'll need to be comfortable in ambiguous and/or stressful situations. Collaboration is important, and you'll need to be able to cooperate effectively with matrixed teams, including members in different locations around the world. You should have a strong sense of ownership, including self-motivation, but you also should know when to ask for guidance.In addition, in order to be an outstanding Support Manager, you will:
- Bring the motivation to deliver high-quality work while also meeting deadlines.
- Handle multiple tasks and changing priorities effectively.
- Achieve goals independently and also contribute as a team player.
- Keep up-to-date on technology trends, developments and best practices.
- Keep a constant eye out for ways to improve processes.
- Pay attention to details while also grasping the bigger picture.