Technical Support & Managed Services Manager


Lead the teams that keep Aforza's customers running, improving and getting more value from our platform every day.

  • Location: Remote, with regular time in our Cardiff office

  • Team: Technical Support Engineers and Managed Services Consultants

 

Company Description

Aforza is a fast-growing cloud company transforming how Consumer Goods brands sell, serve and grow. Built natively on Salesforce and backed by leading Silicon Valley investors, our Go-to-Market AI platform helps some of the world's best-known brands run retail execution, trade promotions, distributor management, B2B commerce and Vertical AI.

We care about more than great software. We want to build applications our users love, and help our customers work smarter and reduce waste through best-in-class intelligence and automation, wherever they do business.

Job Description

We're looking for an inspiring leader to head up our Technical Support and Managed Services (MS) teams.

Our Support Engineers are the first line for our customers, resolving their questions and issues quickly and expertly. Our MS Consultants partner closely with live customers to make Aforza work even harder for them: configuring the platform, building reports and dashboards, and taking on the administrative and operational work that keeps their business moving.

You'll own both teams end to end, setting the standard for service, building a culture of continuous improvement, and developing the people who make it happen. The role can be based remotely, with frequent visits to our Cardiff office, where most of the team is based.

Responsibilities

Deliver outstanding service

  • Take full ownership of how our Technical Support and Managed Services teams operate and perform
  • Make sure both teams consistently meet customer Service Level Agreements
  • Keep Support and MS case queues assigned, moving and resolved
  • Run a support model that serves our global customers across multiple time zones, and evolve it as demand changes
  • Monitor customer MS budgets and keep MS Consultants fully utilised on high-value delivery

Get ahead of issues

  • Proactively monitor operational stats across customer environments to spot and resolve issues early
  • Find the root cause of recurring problems and fix them for good, so fewer cases are raised in future
  • Partner with our R&D team when issues point back to the product

Keep raising the bar

  • Review tickets regularly to find opportunities to improve
  • Build a continuous improvement culture, enhancing our processes and tools step by step
  • Create customer-facing and internal Knowledge Base articles so future issues are resolved faster
  • Build and maintain deep technical expertise across Aforza's product

Be the voice of support with customers

  • Join regular customer meetings and Quarterly Business Reviews alongside our Customer Success Managers
    Lead and grow a great team
  • Coach, mentor and inspire Support Engineers and MS Consultants to reach their potential and build their career
What you'll bring

 

Experience

  • 5+ years in technical support, including at least 2 years managing a team
  • 5+ years working with enterprise SaaS applications
  • 1 to 2 years in a technical role on Salesforce, ideally holding at least the Salesforce Administrator certification
  • A track record of leading teams of 6 or more people

Skills

  • Expert use of Salesforce Service Cloud (or similar) for case management, including configuring it to improve processes
  • Strong evidence of implementing processes, systems and dashboards to manage, monitor and resolve customer issues
  • Proven technical problem-solving ability
  • Experience delivering incremental improvements in a continuous improvement culture
  • Confident, clear communication with customers, face to face and virtually, in writing and in person

How you work

  • You balance conviction with diplomacy and bring a constructive attitude to every conversation
  • You have a strong work ethic, real initiative and a bias for action
  • You're comfortable with data and use insight to make decisions

Benefits

There are plenty of good reasons to work for Aforza. Here are a few:

  • Salary: competitive base salary plus a performance-related bonus
  • Share options: enrolment in our Share Option Scheme, so you share in our success
  • Annual leave: 25 days
  • Private health cover
  • Life insurance
  • Pension: Group Personal Pension Scheme with employer contribution
  • Perkbox: discounts at the retailers you use every day

Please note: the benefits outlined above reflect a typical UK employee package. Specific entitlements may vary depending on your country of hire.

Want to apply?

Register your interest for this position using the form below.

Thanks very much for considering Aforza!