Team Manager of Product Support

• Provide ongoing mentoring, coaching and feedback to support optimal performance and development of team members

• Review team member development to identify and refer members that are ready for promotion, require improvement or should be considered ill fit for their role

• Ensure appropriate staffing of the customer support omni channels (email, phone, chat) at all times

• Conduct effective and well documented performance reviews

• Identify and resolve interpersonal conflicts and resource issues

• Continuously improve process and operations within the team to drive higher quality results and more efficient workflow and processes including the identification and implementation of new tools and systems to improve the efficacy of the team

• Be the point of escalation for the team when needing to involve other business units, especially when requiring an improvement to personnel issues or a customer impacting issue

• Strong communicator who ensures the team is well informed as a group and as individuals by means of receiving communication in different and consumable methods.

• Culture multiplier- focusing on driving a positive and vibrant culture which lives to the Workiva Values and Principles

• Training and Education: Creates regular development opportunities for team members in order to increase and reinforce competence in the  Workiva platform

• Proactively stay current with industry trends, regulatory requirements and software enhancements, identifying and communicating new items as needed to aid team in performing tasks efficiently and effectively

• Evaluate and monitor the team and individual KPI’s to ensure delivery of expected customer support  

What You’ll Need

Minimum Qualifications

• Undergraduate Degree or equivalent combination of education and experience in a related field 

• 5+ years of experience successfully performed in the role of Technical Support Engineer, Network Engineer, Data Security Engineer or other customer facing role within Workiva or similar industry

Preferred Qualifications

• 2+ years of experience leading or mentoring a team of technical engineers - focusing on practice areas such as networking, authentication, database and/or system administration practices preferred

• Standard Cloud Practitioner Certifications, Networking Certifications (CCIE, CCNA, Network+, etc) and programming languages (Javascript, Python,Go, SQL, etc.) preferred

• Experience in building or operating cloud computing infrastructure preferred

• Troubleshooting methodology to review issues of diverse scope and using data to analyze and resolve the issue

• Excellent attention to detail and strong problem-solving, critical thinking, and decision making skills

• Strong customer service and interpersonal skills

• Advanced leadership and conflict management skills

• Able to allow for contingencies, prioritize multiple and potentially overlapping customer requirements

• Proven ability to meet established timelines

• Personal, adaptable and flexible with the ability to work successfully in a high energy, fast paced, rapidly changing environment is necessary

• Demonstrable strong sense of customer service - ability to solve issue with creative and punctual solutions

• Demonstrated leadership skills - within the current team and ability to work with external teams to drive priorities for support and customer needs

Working Conditions & Physical Requirements:

• Reliable internet access for any period of time working remotely, not in a Workiva office. 

• Minimal travel

Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.  Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.  

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.