Aforza Technical Support & Managed Services Manager

Remote & Cardiff

Company Description

Aforza is a groundbreaking, fast-growing cloud company focused on transforming the Consumer Goods industry. Backed by key Silicon Valley investors and built-in partnership with Salesforce, the worldwide leader in cloud business applications, Aforza helps Consumer Goods companies drive significant positive commercial transformation.

At Aforza, our values and culture are aligned with how we see the world, and our commitment goes way beyond building great cloud solutions. Yes, we want to build applications that our users love, but we also want to make the world a better place. We not only enable our clients to be more efficient and effective but are also building meaningful partnerships focusing on helping our clients reduce waste by providing best in class intelligence and automation wherever they conduct their business.

Job Description

Aforza is looking for an inspirational leader to head up our Technical Support and Managed Services (MS) teams. Our Support Engineers work closely with our customers to resolve their queries and issues in using Aforza’s products. Our Managed Services Consultants also work very closely with our live customers, undertaking configuration activities to improve their Aforza experience, building reports and dashboards, and helping customers execute administrative and operational tasks. The Technical Support Manager can be based remotely but will need to undertake frequent visits to our Cardiff office where the majority of team members are located.

Responsibilities

• Take full responsibility for the successful operation of Aforza’s Technical Support and Managed Services teams.
• Ensure functions are performing in accordance with customer Service Level Agreements.
• Ensure Support case queues and MS cases queues are effectively assigned and actioned by team members.
• Perform ticket reviews to identify areas of improvements.
• Proactively monitor operational stats within customer environments for early identification and resolution of issues.
• Work closely with the Aforza R&D team where issues are identified relating to Aforza’s products.
• Operate a continuous improvement culture whereby processes and tools are incrementally enhanced.
• Develop and maintain technical expertise across Aforza products.
• In conjunction with Customer Success Managers, participate in regular customer meetings and QBRs.
• Ensure the team operates a support model capable of supporting Aforza’s global customers across multiple time zones. Enhance the support model when necessary to account for changing support demands.
• Coach, mentor and inspire Support and MS team members to maximise their ability, and develop their careers.
• Create both customer-facing and internal Knowledge Base articles to ensure future issues can be handled more efficiently .
• Identify root causes to issues with a view to resolving these permanently so fewer cases are raised in future.
• Monitor customer Managed Services budgets and ensure MS Consultants are fully utilised in their delivery activities

Qualifications

• A minimum of 5 years in a technical support role with a least 2 years in a managerial capacity.
• 5+ years experience in working with Enterprise SaaS applications.
• 1 to 2 years of experience working in a technical role using Salesforce technology, ideally with Salesforce Administration certification as a minimum.
• Comprehensive experience in communicating with customers, both face-to-face and virtually.
• Proven technical problem solving experience.
• Strong evidence of implementing processes, systems and dashboards to manage, monitor and resolve customer issues.
• Evidence of operating in a continuous improvement culture whereby improvements to processes are delivered incrementally.
• Expert in the use of Salesforce ServiceCloud (or similar) for managing customer cases, with the ability to configure to support process improvements.
• An excellent manager of people, having lead teams of 6+ people.
• Excellent written and verbal communication skills.
• Strong interpersonal skills – a blend of strength of conviction with diplomacy and a constructive attitude.
• Strong work ethic, initiative, and drive, you will have a bias for action and a comfort with data and insight analysis.

Benefits

• Salary - competitive salary, plus performance-related bonus.
• Share Options - enrolment in the company’s Share Option Scheme.
• Annual Leave - 25 days of entitlement.
• Private Health Cover.
• Life Insurance.
• Pension - Group Personal Pension Scheme with employer contribution.
• Perkbox - Membership giving discounts to the retailers you use every day

Want to apply?

Register your interest for this position using the form below.

Thanks very much for considering Aforza!