Technical Support Enablement Manager
Alteryx

Broomfield, Colorado

This job has expired.


We're looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you're a high performer who's an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

Alteryx is searching for a Technical Support Enablement Manager based in our Broomfield, CO Irvine, CA or Plano, TX office. This position is remote-friendly.  

We are looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you are a high performer who is an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

As Technical Support Enablement Manager, you will be reporting to the Senior Director of Global Customer Support and will be responsible for the technical education of Alteryx's Customer Support & Technical Account Management Organization. You will partner with the leadership team to enable all members of the Support Organization to identify their capabilities and engage in the appropriate learning opportunities to achieve success in their role. You must be able to build out, observe and measure program progress and continue to evolve and drive scalable long-term success. Flexibility, creative problem solving, and the ability to interact with different levels of management and people with different personality styles is necessary. Strong organizational skills, ability to manage stakeholders and a strong understanding of Alteryx technology are essential.

In this role, you will evaluate our current approaches and then build a more reliable way to bring new hires up to speed on the breadth of technical requirements they need to deliver first line support. You will also be responsible for creating and managing progress against the paths to technical subject matter expertise and promotion paths to Senior, Principal and Technical Account Management. You will ensure your approach can be standardized for global consumption and will partner with other departments to provide content where it is helpful, such as Partner Support Training. This role requires someone who will reliably collaborate well with other supporting departments (HR/Ops/Enablement/Community/etc.), is fanatical about feedback and is excited to continually improve.

Key Responsibilities:


  • CSE / TAM (PSA) New Hire Onboarding- In partnership with Customer Services Onboarding & Support Management, extend program for technical support capabilities and practices, including role specific process, documentation and learning paths. Ensure new hires are welcomed on day one and are provided a review of documentation and resources. Maintain new hire onboarding tracking. Facilitate onboarding health checks, perform onboarding completion interviews and implement worthy suggestions into onboarding process to pursue constant improvement. Build and maintain dashboards to report program KPIs and results.

  • Technical Support Mentor Program - Manage program for new hires and mentors. Ensure mentoring program is fulfilling the promise of a consistent and rewarding experience for both parties. Ensure expectations are clear for both parties.

  • Technical Enablement - In partnership with other Customer Service functions, leverage current LMS, SharePoint and other educational vehicles to enable the Escalation Management, Support SME teams, TAMs (PSAs), AppSec and Product Development to transfer information in a consistent and reliable way to ensure the Support org and others that may benefit from advanced technical enablement. Ensure audience has completed appropriate curriculum in preparation for new product and feature releases. Act as liaison between the groups, create standardized process and ensure regular communication. Keep existing enablement courses current and create new ones by engaging Subject Matter Experts to create or update course content as required. Build and maintain dashboards to report program KPIs and results.

  • Technical Learning Paths - Identify and maintain required foundational learning paths for current and future products. Work with Subject Matter Experts to ensure content is relevant, updated, and meets the requirements to upskill new hires from apprentices to SMEs. Build and maintain dashboards to report progress through the learning paths.

  • Evolve Competency Matrix - Partnering with Support Leadership, improve the competencies for all roles, ensure standardization of measure and discussion. Create a way to track all members against competencies so at a glance any manager can see where their employees are.

  • Contribute to Support Management Development Program - Partnering with Support Leadership, integrate IS, KCS and Support best practices into a repeatable series of exercises that all managers, team leads, and those aspiring to those roles can take to develop those skills.

  • Maintain Customer Support & Premium Support SharePoint Site - Responsible for maintaining department SharePoint site, including document repository, new hire announcements, CSU archives, etc. May delegate to department as necessary but sets standard and ensures adoption.

  • Customer Support University - Manage the Customer Support University (CSU) program. Work with CSU stakeholders to schedule relevant sessions, assign tasks, engage speakers, procure agendas, dry runs, etc. as needed and own communication to the Support team on CSU schedule and invitations.

  • Additional Programs - Work with members of department to support them with special projects, ad hoc requests, and new initiatives.



Qualifications:

  • Alteryx Core Certified, Advanced Preferred.

  • 5+ years of experience working in a customer support organization.

  • Experience creating templates, learning paths, facilitating technical learning sessions and administering an LMS.

  • 2+ years of program/project management.

  • Ability to distill knowledge from subject matter experts and partner on practical ways to mirror, practice or shadow.

  • Experience developing and standardizing learning measures for technical competency.

  • In ambiguous situations, is competent at digging and challenging to ascertain best path forward to achieve goal.

  • Strong strategic thinking, business analysis, problem solving, leadership, collaboration, presentation, and communications skills.

  • Ability to work effectively in an unstructured environment and manage complex cross-organizations projects where success is predicated on influencing team members without having direct authority over them.



Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we're invested in building teams with a wide variety of backgrounds, identities, and experiences.



Compensation:

Alteryx is committed to fair and equitable compensation practices. The salary range for this role in Irvine, CA is $111,900-$190,200. This position is also remote-friendly and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location.  This role is eligible for variable compensation including bonus and stock grants.  

#LI-SJ1



Benefits & Perks:

Alteryx has amazing benefits for all Associates which can be viewed here."

Interested? Learn more and apply today at alteryx.com/careers!

Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we're invested in building teams with a wide variety of backgrounds, identities, and experiences.

Benefits & Perks:

Alteryx has amazing benefits for all Associates which can be viewed here.


This job has expired.
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