Miovision is a global industry leading company providing agencies and organizations modern tools to improve today’s traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping organizations get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted or assisted more than thirty billion vehicles around the world. With global headquarters in Kitchener, Canada, as well as operations in Germany, Serbia and the United States. For more information, visit miovision.com.
Position Summary
The Senior Manager of Customer Support is responsible for all aspects of Customer Technical Support services. The Senior Manager will provide leadership to our technical support teams, any new product requiring support and enhance tools, processes and services. In addition, they will be a trusted leader in our organization and drive customer experience improvements to grow and sustain outstanding customer support metrics and interactions. The Senior Manager will work closely with all areas of the Business to turn customer first requirements into a reality. This is an exciting role in a fast-paced environment, providing an opportunity to oversee the highly valued Technical Customer Support team.
Key Duties & Responsibilities:
- Interface with Technical Architecture, Development and Product teams to troubleshoot/resolve/prevent production issues.
- Help to build and manage the Customer Support team; Execute supporting and scaling with global expansion growth plans.
- Work with customers to discuss concerns and drive corrective actions to closure.
- Aligning Support resources with internal teams to provide support for technical issues preventing customer success.
- Support the creation of new and existing Customer Support-driven programs.
- Example: Knowledge-Centered Service, Technical Case Management reviews..
- Support and Manage service outages and technical escalations.
- Provide technical leadership within the Customer Support organization.
- Evaluate, recommend, and implement technology and solutions.
- Analyze service performance, identify bottlenecks and provide actionable improvement.
- Improve service availability and scalability through tuning, automation, tools, and processes.
- Improve service monitoring coverage, accuracy, and efficiency.
- Driving root cause analysis and resolution.
- Maintain and support cloud security compliance and ensure adherence to the respective policies and procedures.
- Create, maintain, and distribute project documents, including project plans, schedules, deliverables, and training.
- Strong ability to manage tasks, with excellent organizational skills
- Develop a close working relationship with Top Tier Customers and Partners.
- Work with internal teams to transfer product knowledge to a shared knowledge base and regularly track progress and success metrics.
- Serve as a Customer advocate at Miovision to ensure customer satisfaction and that needs and requests are being taken care of (Offer world-class service to our customers)
- Recruit and retain top-level talent to scale the team while maintaining performance, quality, and best practices.
Skills Required:
- Strong technical background with a proven ability to resolve highly complex incidents
- Outstanding oral and written communication skills; must demonstrate an ability to communicate effectively at all levels of the organization.
- Proven ability to motivate and manage a team.
- Excellent leadership, organizational, and decision-making skills.
- Strong familiarity with Salesforce / Service cloud.
Experience Required:
- Bachelor's Degree in Computer Science, Engineering, or relevant software/computer-related fields or experience
- 10+ years of support experience, with at least five years in a management or leadership role
- Demonstrated time management and critical thinking skills with an eye on continuous improvement.
- Proven track record of being a software core user and experience with cross-functional teams
- Strong Computer skills (I.e. MS Office, Google Suite and Atlassian Suite)
- Solid understanding of Agile methodologies
Nice-to-have Skills & Experience:
- Basic understanding of software development life cycle, experience with software development, knowledge of programming languages, quality assurance, bug troubleshooting
- Knowledge of foreign languages is a plus.
- Experience with International Teams
- Experience with Business Process Outsourcing.
- Experience with Employee onboarding and mentoring
Perks and Benefits
- Comprehensive health benefits starting on day one
- RRSP Matching Plan
- Mio-Days: We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
- Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
- Internet subsidy and a remote work allowance
- Enhanced paternity and maternity leaves
- Unlimited vacation policy
- Virtual fitness classes