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Retail distribution for the digital age.

Technical Support Team Manager (Implementations)

$50k – $60k • 0.01% – 0.05%
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Skupos is the data platform for the convenience retail industry. Retailers, distributors, and brands connect to the Skupos network to create value from disparate data. Convenience retail is a long-standing industry with limited technology adoption, but is responsible for more revenue annually than all of e-commerce in the United States. Skupos leverages our massive datasets to build tools that help the industry succeed.

Skupos software integrates at a retailer’s point of sale, generates analytical insights, and automates the inventory and ordering process. For distributors and CPG brands, we provide real-time visibility into consumer purchasing decisions and enable automated promotional discounts at the point of sale. We view our company as revolutionizing a brick-and-mortar industry by bringing cutting-edge technology to physical stores, and helping harness data to create a frictionless connection between millions of people and the products they need.

What We Do

The Customer Experience Integration Support team is responsible for installing Skupos software on customer POS systems.

What You Will Do

• Manage a team of Integration Support Representatives who handle all Skupos customer software installation cases
• Work collaboratively and effectively with all relevant stakeholders (BDRs, Sales, Customer Support, Customer Success Managers)
• Drive performance of the team’s tasks, activities, milestones, deliverables and timeframes
• Ensure customer installations are on-time
• Ensure appropriate resource availability and allocation for customer software installations
• Mentor, coach, guide and rain the team to be able to handle all software and network configuration issues from customers and the Skupos Sales team
• Track metrics for the team around SLAs, productivity, projects, etc.
• Track Customer interactions via Salesforce
• Define performance objectives and determine acceptable levels of performance
• Conduct weekly 1:1’s with your team members
• Help shape Integration Support processes for the future of the company
• Coordinate with all other customer facing teams on escalation/hand off processes
• Ensure all customer data is accurate in our CRM
• Learn every day and have a ton of fun doing it!

What You Should Have

• Bachelor's degree or equivalent practical experience
• 3+ years of team management experience
• Ability to set goals, manage and drive the tasks and activities of a front-line team
• Solid technical background, with an understanding or hands-on experience in a rapidly scaling SaaS organization
• Salesforce experience
• Experience effectively collaborating with cross-functional stakeholders (Sales, BDRs, Customer Support and Customer Success Managers)
• Robust written, verbal and presentation communication skills
• Ability to get things done effectively and efficiently
• Strong sense of ownership, accountability and curiosity to learn new skills
• Consultative skills including project/program management, analytical, problem-solving, pattern recognition and business acumen mindset
• Excellent time management, communications, decision making, human relations and organization skills
• Knowledge of accessing API’s through HTTP/HTTPS protocols and the OSI Model (Layers 1-3)
• Ability to diagnose and configure network settings including multiple network interfaces, IP addressing, subnet masks, default gateways, intranet and internet connectivity

What Makes You A Great Fit

• Self-starter with the ability to work independently, solve problems and be accountable for customer and business outcomes
• Proven ability to independently resolve issues and recommend process improvements
• You have an intense attention to detail
• You enjoy talking to customers
• You have a knack for mentoring other employees and helping them reach their potential
• You’re able to multi-task with ease
• You enjoy solving problems
• You love to win and are motivated by your own success
• You want to be part of a team

What We Offer

• Competitive salary
• Equity
• Healthcare benefits
• 401K
• Commuter benefits
• Major role in a strong, small and growing product and technology team
• Be a part of a key platform of product offerings to the retail convenience store industry

About Skupos

We are a company dedicated to helping convenience stores grow their business by better managing operations, and giving their suppliers tools to drive efficiencies into the supply chain. Skupos allows single-store operators, and Fortune 100 distributors alike to streamline their workflow and automate the supply chain.

Founded in 2016 and headquartered in San Francisco, our mission is to bring the convenience store industry into the digital age by making it easy for everyone to manage, explore, and understand the data that drives their operations.

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