Senior Manager, Customer Support

What You’ll Do

In this role, you lead our Customer Support department with the goal of driving successful outcomes and long term customer satisfaction.  You know what it takes to provide world-class customer support, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including NPS, renewal rates, and response times).

You will be responsible for:

• Maintain best in class SLA’s for customer support communication channels, including phone, chat, and email
• Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
• Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources.
• Manage critical customer escalations to successful outcomes that enable credible referenceability and build trusted customer relationships. 
• Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer. 
• Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings.
• Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget.
• Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved

What You’ll Bring

You are a proven, empathetic and dynamic leader that motives those around you. You will combine business acumen, executive presence and exceptional leadership skills, and a pursuit of quality and delivery excellence. You enjoy a fast paced environment where technology change and innovation are constant. 

• 5 years of experience in a leadership role overseeing customer support,  preferably in a Saas environment. 
• Expertise in customer service operations, processes, and infrastructure in support. 
• Prior success implementing the process infrastructure that supports repeatable and scalable growth
• Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed. 
• Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction. 
• Experience successfully recruiting, building and training world class teams. 
• Excellent collaboration skills and team focus.
• Clear understanding of core drivers of Customer Success.