Customer Support Manager

| Greater NYC Area
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Build and Drive CB Insights' Customer Support team.

CB Insights is a rapidly growing SaaS company with a list of hundreds of customers from the world’s leading companies.

As our first Customer Support Manager you will be responsible for managing and building out the Customer Support organization and owning its strategy from the ground up.

You will work with our Customer Success and BD teams to improve how we interact and respond to our customers and prospects, streamline our operational processes, and help create a long-term support strategy that accounts for international expansion and facilitates organizational growth.

We are looking for someone who is not afraid to get their hands dirty and do the job themselves before turning towards building a bigger support team. This is a great opportunity for someone looking for a high impact, strategic role at a growing tech company that works with strategy and innovation teams at the most sophisticated companies in the world.

Job Responsibilities: To start, we expect this role will involve wearing multiple hats.

  • Customer Facing: Approximately 30% of your time
    • Become an expert in the CB Insights platform and customer use cases
    • Take ownership of inbound inquiries across all channels
    • Train new customers on the platform
    • Work with the Customer Success team to maximize customer satisfaction and revenue retention
  • Management of processes, support systems, and reporting: Approximately 40% of your time
    • Improve how we manage the volume of inbound inquiries
    • Develop scalable customer training processes
    • Evaluate and create an implementation plan for new support tools and a more proactive approach
    • Build out reporting for inbound and customer training to inform progress and future focus areas
    • Key contributor to and architect for our helpdesk
  • Process improvement and strategic design: Approximately 30% of your time
    • Design the long-term strategy and scalability of customer support globally
    • Constantly experiment with new methods of improving customer support
    • Build and execute on a hiring plan to grow the team
  • Special Projects
    • CBI is an organization that values proactive problem solving. This role will afford deep product and customer knowledge and therefore will position you well to serve as the voice of the customer throughout the org

What we are looking for:

  • Commitment to customer support and building out a support organization
  • Self-starter- motivated to take on undefined challenges
  • Advanced verbal and written communication skills
  • Energized by solving customer problems
  • Operational excellence and process driven
  • Proficient with Google Sheets/Excel/Salesforce
  • Well organized, must be able to manage multiple assignments simultaneously
  • Get sh*t done attitude

Qualifications:

  • Proven results in prior role
  • 5+years of prior customer support, preferably within enterprise software or SaaS
  • Proficiency with Microsoft and/or Google suite products and Salesforce
  • Familiarity with the existing landscape of support tools preferred
  • Prior management experience preferred but not required

CB Insights values diversity, different perspectives, collaboration, and curiosity.Perks and Benefits:

  • Subsidized health, dental, and vision insurance
  • 401k with up to 4% match
  • $1,000 continuing education stipend
  • Daily lunch stipend

Equal Opportunity Employer: CB Insights is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Location

498 7th Avenue, 12th Floor, New York, NY 10018

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