Technical Services Program Manager

Technical Services Program Manager 
Software Motor Company (SMC) is changing the way the world consumes energy with its patented hardware and intelligent software. Join us in revolutionizing the $100 billion-plus electric motor industry with a new system so efficient, reliable, and adaptable that it reduces energy use by 50%+ over conventional alternatives.

The Opportunity
As a Technical Services Program Manager, you will be the linchpin for all tools, processes, and communications within the Technical Services Team with internal and external customers and partners.  This is a cross-functional role where you will partner with Support Leaders to develop, prioritize, and track program goals.           

We’re looking for someone who can represent the company, think on their feet, communicate well in various situations and is committed to customer success for both customers and internal stakeholders.  You work well with others and maintain a professional, courteous, and fun attitude through all types of situations.  You’re skilled at both giving and receiving directions while collaborating on multiple projects.  You thrive in a startup environment of ambiguity and opportunity where creative problem solving is valued and needed.  This is an opportunity to help define and shape a world-class support team from the ground up.     

We value and hire for curiosity, integrity, excellence, respect, and contribution. We’re creating a team of multidisciplinary experts looking to transform the world.

The Responsibilities

• Become a subject matter expert in all things operationally related to Customer Success and Technical Services 
• Accountable for all support operations metrics, provide data analysis, develop dashboards and help Customer Success Team make data-driven decisions (i.e WFM support forecasting, problem, and corrective action trends)  
• The focal point for all Technical Services tools change management including Zendesk, JIRA, and the Google suite  
• Collaborate closely with the Customer Success Project Management Team on critical prime customer engagements ensuring Technical Services readiness   
• Serves as primary contact to BPO support organization and team for critical change initiatives and process changes  
• Work closely with Support Readiness on new product introductions to ensure support documentation and training is well crafted and complete before product rollout 
• Spearhead the development of Customer Success programs such as Voice of the Customer, and Frontline Support Coaching    
• Establish and show workflows, customer journey, and pain-points continuously looking for opportunities to streamline and improve the current programs and processes 
• Support the establishment and own the knowledge base structure, process, and delivery  
• Understand technical and process issues driving them to closure by bringing together key stakeholders for decision making

The Qualifications 

• You seek first to understand before being understood 
• 4+ years of experience in a Support environment focused on process improvement and tool support and development 
• Experience as a support agent in a startup environment
• Excellent problem solving, analytical, and organizations skills 
• Excellent verbal and written communication skills 
• Strong experience in Customer Support Operations and Process 
• Experience working with various levels of an organization, from Project team members up to and including senior leadership 
• Strong attention to detail, highly organized multi-tasker 
• Ability to travel up to 20% of the time including Internationally 
• Experience with Slack, Zendesk, Atlassian, Google suite, and Airtable 

The Upside

• Competitive salary + equity
• Health insurance (medical, dental, vision) & 401(k)
• Open PTO policy
• Open to applicants in our Sunnyvale, CA office, Arlington, WA office, or our Kennesaw, GA office as well as remote employees
• Autonomy and flexibility to build green tech and premier support services from the ground up
• Incredible growth potential - we are revolutionizing the electric motor industry

If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in SMC's mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes.

Software Motor Company is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.