insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

· Manage a growing team of TS managers across several locations.

· Champion the customer experience with our product across sibling organizations such as Product Management and Engineering. 

· Partner with Success Operations to optimize the processes that Support depends on to resolve customer issues

· Understand the insightsoftware applications and use cases and advise on the best way to work with customers through their issues.

· Own Key Performance Indicators across Support, including SLA adherence, customer satisfaction scores and time to reply, along with business-level metrics 

· Manage business-level metrics and manage the overall cost of the team as well as expenses allocated to its operation.

· Own the delivery of our Premium Support offerings as they scale and create a growing revenue stream

· Drive initiatives that improve self-service and knowledge creation through Technical Success in partnership with our Product Ops team and documentation group

· 10+ years of management experience with service and support groups

· BS in computer science, business management, similar fields of study, or similar commitment to technology

· 10-15% Travel Requirement with some International Travel

· Excellent presentation and communication skills for justifying big ideas and changes at a global level

· Familiarity with key industry metrics for Support

· History for implementing large changes in an a quickly shifting and growing environment

· Coder or tinker-er (professionally or hobby)

· Ability to learn technical concepts and translate them to business solutions for customers

· Global management experience

· Experience in a SaaS business environment

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)