Job Overview
The Senior Manager, Customer Support manages a team of Customer Support Specialists, Technical Support Specialists and Associate Managers, Customer Support. They are responsible for auditing performance, ensuring successful onboarding and collaborating with the Director, Customer Support to develop business strategy and set regional Customer Support strategy. Ultimately, the Manager, Customer Support is responsible for managing an effective Customer Support team with an emphasis on professional development.
Team Overview
Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook Platform.
Outline of Duties and Responsibilities
· Manage and lead a team of Customer Support Specialists, Associate Managers and Team Leads to achieve SLA and meet quality standards for all client work
· Ensure all new team members are successfully onboarded working with the Team Lead and Associate Manager to manage an effective process; facilitate trainings as needed
· Provide coaching and career development for team members
· Maintain a regular cadence of 1:1s with each team member to recap performance, identify improvement opportunities and support career development
· Audit customer chat, email and phone interactions monthly for quality and process adherence
· Run performance reports in Salesforce and Tableau to track team results and update the Director, Customer Support weekly
· Set team schedule in concert with other global offices to ensure overlapping business hour coverage
· Conduct biweekly team meetings to update Customer Support Specialists on best practices and continuing expectations
· Collaborate with the Director, Customer Support to develop the overall support strategy within the Customer Success organization
· Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues
· Participate in Customer Support promotion and hiring process. Serve as the final decision on new hires for the team
· Leverage a suite of tools including Salesforce and Talkdesk to monitor workflow, SLA and team performance
· Cross collaborate with other departments from Product to Research to provide actionable feedback and help innovate our internal processes
· Continually evaluate the opportunity for process improvements and implement best practices
· Regularly review Highspot to ensure you and your team are knowledgeable on the latest product and data initiatives and releases
· Collaborate with Customer Support management in other PitchBook locations on process design and implementation as well as overall team initiatives
· Support the vision and values of the company through role modeling and encouraging desired behaviors
· Participate in various company initiatives and projects as requested
· Support the vision and values of the company through role modeling and encouraging desired behaviors.
· Participate in various company initiatives and projects as requested.
Experience, Skills and Qualifications
· Bachelor’s degree or equivalent experience required.
· 5+ years previous experience in customer support or operations experience and 2+ years leading a team, ideally in a Customer Support or Operations environment
· Demonstrated success with workflow optimization in a real time, fast paced environment
· Proficient with Salesforce or similar CRM preferred
· Proficient with MS Excel including pivot tables and advanced formulas
· Have knowledge of SQL, ability to modify basic queries
· Have excellent verbal and written communication skills with a keen eye for detail
· A client first attitude and love to engage with customers
· Interested in financial markets or services, particularly private equity and venture capital
· Ability to operate with a strong sense of urgency and deliver results
· Have terrific prioritization skills to high call volume in parallel with project work
· Comfortable to engage with a diverse array of customers
· Team player with the desire to try new ideas in order to achieve greater levels of success
· Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word and Excel with the ability to pick up new systems and software easily.
Working Conditions
The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
