Sr. Manager Customer Support EMEA

Date Posted: 23 days ago
Paddington W2 6BD

Job Description

Job Title: Sr. Manager/Director, Customer Support, EMEA

Location: London, UK Field

Function: Customer Support

Position Type: Regular, Full-time

Position Level: Senior

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential. Xactly delivers a first-of-its-kind, end-to-end Intelligent Revenue platform that enables businesses to accelerate the digital transformation of their revenue operations (RevOps). Xactly pairs rich empirical data and purpose-built AI capabilities in one platform to advance the quality and scope of data-driven decision making through the revenue lifecycle. Xactly empowers growing enterprises to effectively manage their revenue generation. Xactly’s Intelligent Revenue platform carries organizations through the full Revenue lifecycle by focusing on planning, territory and quota, incentives, and pipeline management and forecasting from initial strategy development through execution and prioritization of all aspects of revenue optimization. Harnessing the power of AI, Xactly’s scalable, cloud-based platform combines great software with the industry’s most comprehensive 16-year data set to give customers the trusted insights they need to improve sales performance and grow revenue.


As Sr. Manager/Director, Customer Support, EMEA at Xactly Corporation, you’ll join as a key member of the Global Customer Support leadership team. You’ll be responsible for building and leading a team and will work closely with our US and APAC Support leaders to deliver world-class 24X7 support to high-profile customers and our implementation partners worldwide.

As our EMEA, in-region leader you will have responsibility for proactively building customer relationships and confidence, effectively managing escalations, driving cross-functional collaboration with Support, Product, Professional Services, Engineering and Operations to ensure rapid solutions and for proactively ensuring the health of a broad range of enterprise customers. You will also oversee the delivery of outstanding white-glove service for customers on premium support levels.

You will play a key role in implementing strategy, optimizing support operations and driving key performance indicators that deliver the best customer experience and productivity. You will foster a culture of growth and excellence through detailed employee development plans and recruitment of the best internal and external talent.

We are seeking an energetic, data driven leader who is passionate about providing an outstanding experience for our customers and our team members, driving continuous improvement and helping others reach their potential. Our goal is to build the best Customer Support department on the planet, and you will help us do that!


Xactly’s Customer Support team is a talented and growing team with members in San Jose, Denver, Bangalore, Toronto, London and Australia and responsibility for delivering 24X7 support to our global Enterprise, Commercial and SMB customers


  • 5+ years’ leadership experience driving continuous improvement and excellence for a B2B SaaS Customer Support team supporting global enterprise customers on complex solutions.

  • 10+ years’ experience in Customer Support, Professional Services or similar customer facing and/or technical roles.

  • A strong track record of data-driven management, setting and managing to KPIs and reviewing team performance daily, weekly, monthly.

  • More than a handful of customers who can talk about the intelligent, collaborative and effective ways you worked with them through challenging situations.

  • A proven track record hiring and developing a high performing team of technical and application support professionals.

  • A passion for driving efficiency and optimizing processes and demonstrated success designing and implementing new support processes and workflows.


  • Build relationships with the team and internal business partners (Professional Services, Product, Engineering, Customer Success)

  • Gain a strong understanding of Sales Performance Management space and the business challenges Xactly solves

  • Complete initial product training to gain familiarity with most commonly used products

  • Get a firm handle on all key Support metrics, their drivers and your team’s performance.

  • Build relationships with key customers


  • Establish yourself as an effective leader within the Support team and an excellent partner for external departments.

  • Confidently manage customer escalations and be perceived as an effective go to person by some of our largest customers.


  • Have rolled out career paths and development plans for all your team members

  • Led a number of process improvement projects to completion

  • Be able to demonstrate improvement in agreed key metrics through effective process implementation, oversight and proactive management.

  • Be well versed in all of our products

  • Be well versed with internal functioning of the organization

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

Final pay determinations, salary ranges and pay increases are established by the employer. They are based upon a combination of local industry benchmarks, budget, experience, and internal comparisons.

Salary ranges allow for growth opportunities as the employee develops new skills, and/or hones current skills.


  • Paid Time Off (PTO)

  • Comprehensive Medical, Dental, and Life Insurance Coverage

  • Tuition Reimbursement

  • XactlyFit Gym/Fitness Program Reimbursement

  • Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks

  • Annual Allocation of Volunteer Days

  • Group Pension Scheme

  • Generous Employee Referral Program

  • Bi-monthly Corporate Massages

  • Regular Team Nights Out

  • Full access to Grokker, our health engagement and employee wellbeing platform


Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we’re committed to upholding them by delivering the best we can to our customers.

We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model.

Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.

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