Supervisor, Solutions Engineering

The Supervisor, Solutions Engineering position requires exceptional leadership and management skills to lead the T1 Solution Engineering team and create loyal, win-win relationships with our customers. T1 Solution Engineers are responsible for execution of client requests, updates and mainteance across a suite of proprietary technology solutions. The team regularly interacts with clients and internal team members. This leadership position provides the opportunity to translate experience in customer service management, technology and/or analytics, and team leadership for the benefit of both external customers and internal teams. This role will have a focus on leading and developing direct reports, while maintaining responsibility for improving team performance metrics and operational processes. The incumbent should be passionate about using data and interpersonal skills to create positive employee and customer experiences.

Education & Experience

• Must have a high school diploma or general education degree (GED), College degree preferred
• At least four years of customer service or call center experience necessary; or equivalent combination of education and experience.
• Experience in the Automotive, SaaS or MarTech industries a plus
• B2B customer support experience a plus
• Required completion of platform & product certifications
• Experience with Salesforce, Wordpress and Slack
• High level of competency with all proprietary technical solutions (or equivalent external experience in MarTech or SaaS industries)

Required Skills / Abilities

• Excellent communication skills, both verbal and written, with the ability to communicate in a clear, concise and understandable manner to a variety of audiences
• Ability to coach, provide constructive feedback, and develop employees
• Ability to identify, develop and deliver on optimization and efficiency plans for individual team
• Technical skills including data analysis, technical support, and software troubleshooting
• Ability to quickly learn new technologies and be flexible in a fast-paced environment
• Ability to continuously identify areas for improvement and proactively develop effective approaches to achieve goals
• Advanced knowledge of or the ability to quickly learn cross-functional teams, systems and functions and a proven ability to work across key stakeholders
• Strong business acumen and understanding of team targets and the why behind them
• Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently

Job Duties / Responsibilities

• Maintain a high degree of partnership with leadership across other departments, with a primary focus on other customer experience teams such as Managed Services, Client Services, T2 & Production to ensure that clear expectations and processes between each organization support both client and team needs
• Contribute to long-term plans, growing partner adoption of self-service tools, and maintaining quality and performance metrics.
• Manage to and lead team to exceed applicable performance metrics and SLAs. Performance manage as needed to ensure all employees consistently demonstrate achievement against benchmarks.
• Develop, measure, and iterate customer-support initiatives in alignment with team strategy, including but not limited to ongoing cost reduction efforts, revenue generating activities, and maintaining a high level of customer satisfaction.
• Create and maintain a team development plan that highlights individual employees strengths/opportunities and plans for career growth and performance optimization
• Perform monthly assessments on case trend identification, particularly for high-cost to serve clients and/or areas of opportunity to drive automation, product enhancements or improved team processes. Ensure feedback is routed to appropriate teams to create scalable improvements.
• Provide feedback loop of relevant information to all teams that contribute to the customer experience.
• Monitor the voice of the customer and overall satisfaction as it relates to the support experience.
• Adjust, meet, and exceed customer expectations, and resolve escalated customer issues.
• Execute strategy, as well as motivate, coach, and empower direct reports.
• Provide timely and consistent feedback to direct reports and complete performance appraisals. Act as a resource and coach for continued professional development.