Alex Mann Email & Phone Number

United Kingdom

United Kingdom

Boston, Ma, Us

Acting Senior Manager. Promoted to Enterprise Support Manager after delivering a project to fully align and integrate a new product acquisition Support Team (Sirenum) with Bullhorn. Inspiring a great culture through Bullhorn's core values, implementing best practices and processes, scaling the team to transition from EMEA-only coverage to a follow the sun model and more.I now manage a customer support organisation of up to 20 individual contributors, which includes two managers, one supervisor and Tiers 1 and 2 spread across Europe, providing support and an incredible customer experience on three ATS and workforce management products to the largest recruitment agencies in the world, retaining above eight figures in ARR.

Boston, Ma, Us

Reporting to the Bullhorn for Salesforce Support Director based in the US, I am the manager of an international Support Team assisting the world's largest recruitment agencies in resolving technical inquiries regarding Bullhorn’s Sirenum software catalog - the global leader in software for the staffing industry. In assessing and improving support processes and metrics, including team performance & customer satisfaction, I work to ensure that our team continues to deliver world-class technical and application support to Bullhorn’s dynamic and growing customer base.As the technical support manager, a typical day includes:► Managing the recruitment, training and development of the team consisting of Tier 1, Tier 2 & Tier 3, ensuring world-class support for customers utilising the Sirenum products.► Providing leadership to the team by coaching and mentoring e.g. in the development of customer service, soft skills and problem solving.► Managing performance & growth plans of team members, working with them to develop & implement individual career development plans.► Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps.► Developing, measuring and managing customer support metrics/KPIs e.g. quality of service, CSAT, close rates, response times, and teamwork.► Communicate and develop relationships with Engineering, Professional Services and Technical Operations teams to prioritise and address high priority technical issues.► Identifying and executing Technical Support strategic projects & initiatives.

Itasca, Illinois, Us

Promoted into management I reported directly to the Director of Technical Support. My duties included:- Manager of a team of junior & senior engineers providing support to Enterprise customers based in North America, Europe, Middle East and Africa regions.- Completing performance reviews every 6 months for the team.- Interviewing, hiring & on-boarding.- Building strong relationships with my team via 1:1s, delivering precise feedback to enable them to develop and succeed.- Coached and directed team members on daily tasks, SaaS and on-premise products.- Using ticketing tools such as Jira, Confluence and Salesforce to manage volume & ensuring case assignment before SLAs exceed.- Setting quality SMART goals based on business outcomes & measuring via KPIs.- Handling personnel scheduling, issues & complaints.- Planning & delivering strategic projects to decrease time to resolution and increase Net Promoter Score (NPS).- Reviewing and implementing Action Plans based on employee survey feedback.- Maintaining 24/7 support coverage, and being on-duty manager of up to 20 team members.- Handling Sales escalations to ensure prospects and current customer commitments are met.- Liaising with Renewals, Customer Success and Professional Services, Engineering & Product Management teams to provide a unified, world class experience to Enterprise customers.- Identifying improvements in processes & products.- Conducting case reviews to identify improvements.- Conducting defect reviews to identify product improvements.- Identifying improvements with Support infrastructure (CRM, KB, support tools).- Committed to Diversity, Equity and Inclusion, as a DEI Ambassador I initiated and led a project in partnership with InnovateHer to work with the community to inspire girls to pursue a tech career. Also a panelist at the Women's Summit discussing how men can lead on equality.

Itasca, Illinois, Us

As part of Flexera's succession planning, I was selected for manager training, and developed and honed my technical support managerial and leadership skills. This included being the on-duty manager on occasions, managing the daily operations of a team of senior engineers, conducting weekly case reviews and leading a daily stand-up to remove blockers. I also successfully led a strategic project to rollout Consortium for Service Innovation's Intelligent Swarming to the EMEA Support Team to increase collaboration and knowledge. Also selected as the KCS Coach, I was instrumental in the project launch, producing a professional document on how to adopt the approach of capturing information into knowledge articles to increase case deflection and provided guidance to engineers by running weekly surgeries.

Itasca, Illinois, Us

Itasca, Illinois, Us

Chester, Flintshire, Gb

Chester, Flintshire, Gb

Began IT career at Managed Services Provider startup delivering 1st line remote and on-site support to small and medium businesses. Successfully completed my apprenticeship, passing a diploma in IT with distinction and thusly rewarded a full time position.

City & Guilds Diploma In It

Diploma, Media Studies