California, Sales

Customer Success Engineer – Team Lead San Francisco, CA

Looking for variety and an environment with opportunity for growth within a fun, business-casual team environment? If so, we would like to speak with you! Indeed Hire is partnered with Tracker Corp, a software company with a national clientele, is located in San Francisco’s Union Square District. It is close to BART and Muni, as well as top-notch shopping and world-famous San Francisco dining.

The position includes a comprehensive benefits package and the opportunity for continued education, additional certifications, and strong career growth.

Tracker Corp is a Microsoft Certified Partner with multiple product lines and is seeking a talented applicant to lead a small team of Customer Success Engineers. We seek an individual that will provide outstanding technical support and training to our present and potential customers. This is a client facing position requiring a customer-centric point of view. Previous experience managing clients and managing a team is a must.

Relocation is NOT available for this position.

Lead Customer Success Engineer Duties and Responsibilities:

1/3 of time will be dedicated to managing the team of Customer Success Engineers, currently staffed at 5people.

  • Develop metrics for Key Performance Indicators; track tickets and response time, ensure best practices are followed
  • Enhance Customer Training Program; mentor team members; report team performance to Manager of Development & Tech Support

Remaining time will be dedicated to Customer Facing responsibilities.

  • Staffs the Technical Software Help Desk phones, provides answers to technical product questions, creates and updates trouble tickets, prioritizes issues, ensures customers feel their needs are being met on a timely basis. When same-day resolution is not possible, the CSE will provide the customer with status and guidance until the problem is solved.
  • Reproduces customer problems, and attempts to solve issues. Provides follow-up on customer inquiries ensuring they are handled in a timely manner by other departments. Provides developers with full description of problems.
  • Documents solutions for bugs, fixes, form letters, and standardized responses.
  • Participates on project teams for new and revised products and interfaces; makes recommendations associated with support policies, procedures, and software functionality. This includes testing new databases and application software prior to release.
  • Drafts and proofs tutorials, quick reference guides, and help systems for electronic products explaining technical information in terms the end user can easily understand.
  • After being trained, CSE position has potential for travel to client sites throughout the US to perform in person training sessions, product customization, and consulting services. * Maintains up-to-date technical knowledge by monitoring industry trends, and by enrolling in courses for ongoing training.
  • Maintains up-to-date technical knowledge by monitoring industry trends, and by enrolling in courses for ongoing training.

Our ideal candidate will possess :

Superior customer service orientation. Experience in providing customers with technical support and training on proprietary software products is preferred.

  • Excellent interpersonal communication skills; expert oral and written communication skills (will be verified by testing).
  • 5 years experience managing a team.
  • 5 years experience managing clients.
  • Exceptional problem identification and resolution expertise.
  • The capability of communicating effectively across all levels of users and technical staff.
  • Knowledge of Microsoft Office Suite.
  • Microsoft Certification is a strong plus.
  • Microsoft SQL Server 2005/2008/2012 skills a plus * Bachelor’s Degree in Computer Science or Information Technology a plus. * Flexible attitude and meticulous attention to detail. * Determination and competency to meet all deadlines with outstanding resourcefulness and ability to work independently. * Punctuality (typical work hours will be Monday-Friday plus on call time approx. every 2 months). * Flexibility to travel a plus.
  • Bachelor’s Degree in Computer Science or Information Technology a plus. * Flexible attitude and meticulous attention to detail. * Determination and competency to meet all deadlines with outstanding resourcefulness and ability to work independently. * Punctuality (typical work hours will be Monday-Friday plus on call time approx. every 2 months). * Flexibility to travel a plus.
  • Flexible attitude and meticulous attention to detail. * Determination and competency to meet all deadlines with outstanding resourcefulness and ability to work independently. * Punctuality (typical work hours will be Monday-Friday plus on call time approx. every 2 months). * Flexibility to travel a plus.
  • Determination and competency to meet all deadlines with outstanding resourcefulness and ability to work independently. * Punctuality (typical work hours will be Monday-Friday plus on call time approx. every 2 months). * Flexibility to travel a plus.
  • Punctuality (typical work hours will be Monday-Friday plus on call time approx. every 2 months). * Flexibility to travel a plus.
  • Flexibility to travel a plus.
  • Experience as a paralegal a strong plus.

Job Type: Full-time

Job Location:

  • San Francisco, CA

Required education:

  • Bachelor’s

Required experience:

  • hiring: 1 year
  • Salesforce: 1 year
  • managing clients/customers: 5 years
  • team building: 1 year
  • Zendesk: 1 year

Click To Apply

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