Manager of Production Support
Summary
As the Manager of the Production Support Tech. The team in the Production Support Department, you will be responsible for all aspects of production and technical support for VestmarkONE Platform clients focusing on support as it relates to more technical aspects of supporting our clients such as SQL query analysis, application alert monitoring, and development, etc. This leadership role requires significant client contact and coordination with internal operations and technology teams to support and service VestmarkONE clients, including daily production/technical support and service requests.
The Manager of the Production Support Tech. The team will be responsible for defining precise and scalable support standards to ensure that the right structures, tools, and processes are in place to continuously improve and scale the customer support model. The role requires someone who can clearly define and lead business initiatives, as well as focus on the long-term strategy for setting up a structured and constant change and improvement cycle within the support organization.
Leadership
- Manage and mentor new and seasoned Technical Engineering support staff, providing leadership as needed. Build team structure, recognize leadership potential, and develop enhanced skillsets within the team.
- Provide professional, courteous, and prompt technical support to all customers, partnering with other internal departments to provide two-way communication on customer issues and deliver superior customer service. This includes issue prioritization, analysis, and resolution. The result should be a high level of customer satisfaction.
Client Service
- Acquire and maintain knowledge relevant to the job, including all core and custom VestmarkONE solutions, current support policies and procedures, and methods of support delivery, to provide technically accurate solutions to customers.
- Assist with the analysis and research of more complex technical customer issues, providing regular updates and timely resolution to the customer. Actively track and manage all client interactions by logging them into the Vestmark support ticket tracking system.
- Work to improve the client’s perception of the VestmarkONE platform through a solid understanding of their business needs and make recommendations for process and product improvements where applicable. Contribute to the analysis of client product usage and product feature impact; contribute to new product feature prioritization decisions and inform product roadmaps.
Required Skills
- Experience: The ideal candidate will have proven success directly managing and growing a scalable technical support team for enterprise software solutions in the investment management or wealth technology industry.
- Demonstrated self-confidence, poise, and composure with all colleagues, clients, and third-party communications.
- Excellent customer service skills: Collaborative interpersonal skills and ability to work within cross-functional teams. Strong communication skills; able to respond and exchange ideas clearly and effectively through writing, speaking, and presentations; shares appropriate information to keep people informed.
- Self-starter who relies on experience and judgment to plan and accomplish goals in a complex fast-paced environment to ensure quality customer service. Distinct and creative problem-solving and analytical skills. Ability to handle problem situations quickly, inventively, and resourcefully. Proven ability to balance and manage multiple, competing priorities.
- Desired technical skills include SQL, Jira, Confluence, Splunk, Solarwinds, Salesforce, AWS.
- Solid knowledge of enterprise software implementation lifecycle and aptitude for comprehending enterprise software architecture. Project management skills and experience a plus.
- Domain knowledge on investment systems (e.g., Portfolio Management, Middle/Back Office Operations, Trading).
- Willingness to travel occasionally and work extended hours on an as-needed basis.
- Some of the adjectives we value for this position: intelligent, proactive, engaging, dynamic, innovative, resourceful, personable, technical, and flexible.
Education
- BS degree in Computer Science or equivalent, MSCS is a plus.
Competencies
- We before me-- Puts needs of the team first and aspires to bring out the best in others; collaborative, empathetic, and humble; values the opinions of others; assists others when needed; participates effectively as a member of a team; balances personal contributions and needs with those of other members of the team to achieve common objectives.
- Knowledge Explorer – Creative problem solver and adapts to challenges at hand using creative collaboration; curious, proactive, and resourceful; able to incorporate other viewpoints as part of the process of developing solutions
- Positive Energy – Ability to address difficult situations with humor and sense of opportunity; approachable, constructive and engaged
- Own It - Understand, empathize, and accountable to the end.
Vestmark is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Vestmark prohibits employment discrimination on the basis of race, color, religion, gender identity, sex, sexual orientation, pregnancy, national origin, age, disability status, protected military or veteran status, and genetic information.