Manager, Elite Customer Support at Tenable | Torre
Manager, Elite Customer Support
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Tenable

Manager, Elite Customer Support

Tenable
Posted by
Diana Vargas
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Full-time

Legal agreement: Employment

Compensation
USD40k - 84k/year
location_on
7161 Columbia Gateway Dr, Columbia, MD 21046, USA
Posted over 5 years ago

Responsibilities

• Nurture and mentor a team of highly skilled and experienced Elite Customer Support engineers meeting frequently in team and 1-on-1 meetings to maximize their efficiency while maintaining excellent employee engagement, motivation, and work-life balance • Track and evaluate Elite Support financials as a profit/cost center and use that information for both short-term tactical decisions and long-term strategic planning for this critical revenue generating portion of Tenable • Enhance and refine the Elite Customer Support experience to provide the best-in-industry support experience for our most critical enterprise customers and ensure support consistency from region-to-region, customer-to-customer, and engineer to engineer. • Define and review KPIs to manage capacity planning and ensure proper resources to deliver both exceptional support experience and excellent work-life balance for the engineers • Partner and liaise with Sales and Customer Success to identify, forecast, and close Elite Support opportunities to maximize revenue growth • Empower your team to interact directly with R&D and Product Management teams to provide Voice-of-the-Customer feedback to the product teams and to accelerate resolution of escalated issues • Grow Elite Customer Support by hiring, onboarding and training new members and ensuring that processes and best practices are developed and constantly improved upon to optimize the balance between customer and employee satisfaction
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