What are the responsibilities and job description for the Customer Operations Manager- US Remote position at Cloudera?
Job Description:
Cloudera is looking for a Support Manager who has a passion for making customers successful and experience launching new centers in San Jose, Costa Rica. You will hire and lead a team of highly skilled engineers who are responsible for delivering Cloudera's support services including assistance during engineering and operations of distributed systems and mission critical response for production customers. Strong communication, customer handling skills, and people/team management skills and experience are critical for success in this role.
At Cloudera, our goal is to make each individual feel valued for his or her contributions to the company’s mission. We are looking for smart people who want to do remarkable things. We strive to create an environment of casual intensity where people enjoy coming to work every day. Our senior management team meets regularly with the whole company to discuss strategy, successes and challenges.
Responsibilities :
Assist in establishing a legal entity in country
Assist in developing a solid understanding of local labor laws and hiring best practices
Assist in navigating tax considerations and favorable status therein
Establish an initial group of senior Support engineers that will serve as mentors for future hires
Drive the delivery of a world-class customer support team
Monitor Service Level Agreements and Time to First Response goals and report issues as they arise
Ensure that customer cases are handled with the highest technical aptitude and customer service tone
Triage, diagnose, and escalate customer inquiries during their engineering and operations efforts
Coordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for your customer
Drive the team to be able to differentiate between issues that arise in operations, user code, third party libraries or product
Coordinate enhancement and feature requests with product management and Cloudera engineering
Manage the day-to-day interactions with your customers and your team
Qualifications:
Must have a valid passport and be able to travel globally when needed
3 years of Sales Engineering, Support Management or Sustaining Engineering Management
Excellent communication skills
Manager - always on call - some night/weekend shifts and sometimes at short notice
‘Service bone’ - want to help customers so much it hurts
Strong analytical skills helping you understand caseload trends
Preferred Qualifications:
Experience with Hadoop
Experience with Cloudera products
Experience with BI tools such as Tableau, Informatica, Platfora or Microstrategy
