Role Description The Senior Support Manager will be responsible for overseeing the daily operations of our distributed technical support team, supporting our APJ customers. This critical leadership role ensures the efficient management of customer inquiries, escalations, and technical issues. We are seeking a candidate who is creative, can inspire change, drive process optimization, maintain industry-leading customer satisfaction, and actively build a knowledge-sharing environment. What You Will Be Doing - Lead and Develop a High-Performance Team (approx 10-15 Distributed Engineers): - Cultivate a culture of accountability, continuous learning, and collaboration across your team supporting the APJ/India region. - Drive Continuous Improvement: - Enhance support efficiency, policy, processes, and systems, adopting a growth mindset to unlock potential and fundamentally elevate the customer and employee experience. - Ensure Operational Excellence: - Manage team performance through behavior assessment. - Ensure quality, timely and professional delivery of technical support that consistently exceeds customer expectations. - Manage Critical Relationships & Escalations: - Serve as a key liaison for a major Sales region and be the definitive point of contact for internal and external customer escalations. - Act as an Internal Partner: - Build and leverage strong relationships across the global Support team and cross-functional partners (Product, Sales, Professional Services, Engineering) to drive coordinated support and service delivery. - Own Strategic Projects: - Lead and participate in important support initiatives designed to improve service delivery and the overall customer support experience with responsibility for effective change management. Qualifications - 5+ years experience in a customer-facing technical role, ideally customer support. - 3+ years experience managing a team of 10 or more Support Engineers in a geographically distributed environment. - Proven ability to manage small-to-medium-sized projects with clear start and end goals (project management experience is a plus). - Exceptional communication skills and the ability to explain complex challenges clearly and empathetically to various audiences. - Experience implementing or applying Knowledge Centered Service in a Support team (certification a plus). - Track record of effective leadership and change management. - A curiosity and drive to learn about Elastic products and services. - A genuine interest and care for the people you work with. Bonus Points - Experience using data insights and AI in the digital support journey to enhance customer experience. - Knowledge of search technologies. Benefits - Competitive pay based on the work you do here and not your previous salary. - Health coverage for you and your family in many locations. - Ability to craft your calendar with flexible locations and schedules for many roles. - Generous number of vacation days each year. - Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service. - Up to 40 hours each year to use toward volunteer projects you love. - Embracing parenthood with a minimum of 16 weeks of parental leave.

• Manage a team of vertical leaders, analysts as well as a support team during a specified shift time • Foster a positive work environment, ensuring customer satisfaction and proper team operation • Implement strategies that increase productivity and enable the company to hit Service Level Agreements, specific vertical KPI’s • Create SOPs, training documents, maintaining attendance records, delivering weekly feedback on 1/1s, quarterly KPIs, performance review, etc.

Role Description - Betreuung und Ausbau bestehender Kundenbeziehungen: - Pflegen des Kontakts zu unserem vielfältigen Kundenstamm in der Region Niedersachsen, Bremen, Schleswig-Holstein. - Sicherstellung einer langfristigen, partnerschaftlichen Bindung. - Gewinnung neuer Kunden: - Gezielte Ansprache und überzeugende Planungs- und Lösungsvorschläge vor Ort. - Kontinuierlicher Ausbau des Portfolios im Direkt- und Händler-Vertrieb. - Individuelle Kundenlösungen: - Verstehen der Anforderungen unserer Kunden aus unterschiedlichen Segmenten. - Gemeinsame Vorbereitung passgenauer Lösungen und Ausarbeitungen mit unserem Planungsteam. - Kreative Ideen und große Affinität zu Technik und Design. - Strategische Marktbearbeitung: - Proaktive Marktanalyse zur Identifikation und Entwicklung neuer Geschäftspotenziale. - Fokus auf nachhaltiges Wachstum im Direkt-, Partner- und Kooperationsgeschäft. - Umsatzverantwortung: - Übernahme der Steuerung und des weiteren Ausbaus des Vertriebsgebiets. Qualifications - Vertriebserfahrung als Basis, bevorzugt mit Background aus dem Ladenbau, Innenarchitektur oder Messebau. - Hohe Affinität zu Architektur und Design, idealerweise mit technischem Know-How. - Dynamisches und souveränes Auftreten sowie ausgeprägte Verhandlungskompetenz. - Fähigkeit, nachhaltige Vertrauensbeziehungen zu Kunden und Handelspartnern aufzubauen. - Effektives Selbst- und Zeitmanagement. - Motivierter Umgang mit Telefon und Akquise Aktivitäten. Benefits - Abwechslungsreiche, herausfordernde und zukunftsorientierte Tätigkeit in einem wachstumsorientierten Unternehmen. - Hohe Eigenverantwortung und breiter Gestaltungsspielraum. - Möglichkeit im Mobile-Office zu arbeiten. - Sicherer Arbeitsplatz in einem innovativen, renommierten Familienunternehmen. - Attraktives Gehalt mit Fixum und anteiliger, ungedeckelter Provision. - Fahrzeug auch zur privaten Nutzung. - Zusätzliche Altersvorsorgeleistungen.

• Managing relationships with landlords and tenants, ensuring seamless communication and transparency throughout • Addressing issues promptly while maintaining a high level of service delivery • Overseeing and managing portfolios in cases of property manager vacancies • Ensuring properties are maintained to a high standard, promptly processing maintenance tasks • Maintaining excellent communication with all parties involved • Collaborating with internal teams to resolve issues and enhance customer experience