Riverbed Technology, Inc. Support Systems Program Manager in San Francisco, United States
Riverbed solutions help companies transition from legacy hardware to a new software-defined and cloud-centric approach to networking and application delivery for the digital age. The Riverbed Application Performance Platform™ takes Riverbed’s SD-WAN solution for agile networking that really works, and adds to this digital backbone industry-leading solutions for WAN optimization and hybrid networking, for branch IT orchestration, and for end-to-end visibility from device to cloud. All these solutions are integrated in a flexible, modular, digital architecture that delivers any apps, data and services from any public or private cloud across any network to any end-point, with the best possible user experience as determined by business policy.
Riverbed is a pre-IPO opportunity with over $1 billion in revenue headquartered in San Francisco with branch offices around the globe.
The Support Systems Program Manager is responsible for coordinating and driving KCS adoption and best practices within the Riverbed Global Technical Support organization. Additionally, the candidate is responsible for the administration of the Global Support CRM, Salesforce.
KCS management includes defining the process, tools, and metrics to enable capture, management, and delivery of knowledge to help customers better understand Riverbed products and resolve issues. The Support System Program manager will work cross-functionally with teams like Support, Communities, Technical Publications, Learning & Development, and Marketing to enrich our knowledge base, increase the findability of content, and fill content gaps. The Support Systems Program Manager must be familiar with industry best practices such as Knowledge-Centered Support (KCS) and have experience making these strategies functional to support the business outcomes of improving self-service and faster case resolution.
Salesforce administration includes working with business users to optimize the TAC user experience. Where applicable the candidate will collaborate with cross functional Salesforce administrators, internal IT for project and enhancement deployment as well as third party development vendors. The ideal candidate will help guide developers towards stable solutions to business needs, understanding the complexities of integrated applications and software. Additionally, this role works closely with the Content Administrator and User Experience Manager.
Support new and existing SalesForce user base with questions and issues related to Salesforce and its integrated systems
Maintain, prioritize and report on user request backlog
Work with internal customers to gather requirements and implement configuration changes including definition of workflow and approval processes and custom object implementation
Develop and maintain training materials and training curriculum for any new feature or systems changes
Document system configuration and administrative processes
Keep abreast of SalesForce releases, features and best practices. Make recommendations to management regarding implementation as appropriate.
Prepare and distribute weekly/monthly/quarterly KCS activity summaries and analysis to Technical Assistance Center (TAC) management and engineers. Data is sourced from Salesforce and InQuira Analytics. Requires strong Excel expertise (VLOOKUP, conditional formatting, and Pivot charts)
Document requirements for automating manual reporting described in item #1. Work with Business Intelligence (BI) and Information Technology (IT) technical teams to design, test and deploy.
Conduct quality reviews of TAC Engineer case handling processes by sampling SFDC cases, reviewing case documentation and determine if proper case handling workflow (including KCS linking, content creation and article quality index) has been followed. Document and distribute results, develop and distribute reports, and work with KCS Coaches and TAC management to ensure they understand the information provided and take appropriate action based on information provided.
Drive KCS adoption by identifying most reused content and coordinate activities to ensure this content is optimized. Activity may include working with TAC Training teams to develop video or other multimedia content.
Provide backup for GSI Content Publisher. This activity will include publishing Engineering software releases and documentation to the Support site, and review/editing of software release notes.
Highly organized and self-motivated
Bachelor of Arts or Bachelor of Science
3 or more years proven successful Project Management experience
Knowledge of KCS principles and best practices
Salesforce or related CRM experience with case, asset, account, and contact management.
Analytics experience, especially Oracle Business Intelligence, Google Analytics, and Webtrends.
Experience with Change Management principles and best practices
Experience working with Global Technical Support organization
Excellent written communication skills
Ability to lead and facilitate discussions amongst users and developers
Why Riverbed Technology?
If you are a high-achiever who wants to be part of a dynamically growing, billion dollar plus company, then you should look closely at Riverbed. We offer the rewarding experience of working with the best minds in the industry that are changing the world through cutting edge technology and applications. The company has been recognized multiple years for attracting and retaining today’s top talent as a great place to work by Glassdoor, Fortune magazine’s 20 Great Workplaces in Tech and by numerous other publications.
Learn more at www.riverbed.com.
Riverbed is proud to be an affirmative action (AA) and equal employment opportunities (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
Req No.: 2018-4297
External Company Name: Riverbed Technology, Inc.
External Company URL: http://www.riverbed.com/