• Sr. Manager Customer Care – Premier Support and Offerings Development

    Location US-Remote
    Job ID
    Product Services
    Position Type
    Regular Full-Time
  • Overview

    Reporting to the Senior Director of Technical Support, you will be responsible for leading the Premier Support delivery team as well as the Quest Support Services and Offerings strategy.



    As a Sr. Manager, you will have a track record of building relationships, working closely with cross functional teams including IT, Sales (including renewals), Business Unit Engineering and Product Management, Services, and Operations. The ideal candidate is a passionate, collaborative, and results oriented leader capable of inspiring and building cross functional high performing teams to effectively drive change while achieving established goals.



    Premier Support


    The Premier Support Team consists of a global team of Technical Account Managers delivering Premier Support.  Your responsibilities will include

    • Develop and implement strategies for Premier Support customer and maintenance growth through increasing attach rates of Premier Support
    • Lead a global team of Technical Account Managers delivering Premier Support to customers across the Quest Business Units (Platform Management, Information Management, Data Protection, and Unified Endpoint Management)
    • Collaborate with Business Unit Sales and Support leaders to optimize business development opportunities
    • Develop and deliver Sales Enablement to demonstrate the value of Premier Support
    • Ensure Team goals and KPIs are achieved


    Offerings Development


    The Offerings Team consists of Senior Program Managers with responsibility in the following areas:

    • Support and Professional Services Offerings Development ensuring transparency and compliance
    • Channel Programs (MSP, Support Partners)
    • Support Marketing and Collateral
    • Sales Price-book Maintenance

    Your responsibilities include providing direction on strategy and collaboration with the Quest Business Units to ensure effective alignment and clarity on goals.



    Skills and Experience


    • Experienced in leading and growing remote teams
    • In-depth understanding of Software Renewals and Subscription finance concepts
    • Strong leadership & people management skills
    • Ability to quickly adapt in a changing environment, flexible and open-minded
    • Creative thinking and problem solving skills
    • Strong organizational and relationship building skills
    • Demonstrated analytical and project management skills
    • Strong written and verbal communication skills
    • Ability to effectively present information in a variety of delivery formats
    • Collaborates well with key internal and external stakeholders at an executive level
    • Diagnose and resolve issues quickly
    • Ability to organize and prioritize multiple ongoing projects
    • Able to work with minimal direction while solving complex problems in creative ways
    • Proactive team leader who advocates change
    • Demonstrated alignment with Quest’s purpose, vision and values.

    Education and Experience

    • Bachelor's Degree or equivalent work experience
    • 10+ years managing teams in support functions, operations, or related supervisory/managerial experience in a software environment
    • 10+ years of experience with CRM and data systems (SFDC, Siebel preferred)


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