Senior Manager, Customer Care
Senior Manager, Customer Care
Senior Manager, Customer Care plays a vital role in our Customer Success organization. With a primary goal of managing and scaling Pushpay’s support function, this person is responsible for maintaining a high-level of frontline technical support of our customers and end-users. As part of our customer success-focused, results-driven organization, this person will partner with CS leadership and cross-functionally to maintain a high standard of customer experience, driving sustainable, long-term customer happiness. The ideal candidate has a passion for system and process improvement, history of success in managing and bettering Key Performance Indicators (KPIs) and efficiencies, and – most importantly – a passion for providing exceptional customer support.
Responsibilities
- Responsible for the overall success of Support (Care) metrics, systems, and processes for teams responsible for frontline customer + end-user support
- Identify and implement system and process enhancements, ensuring efficiency and scaling as the team, department, and company grows
- In alignment with company and departmental goals, define and drive progress towards team goals and KPIs
- Analyze customer and performance data to make informed decisions and procedural changes
- Maintain and provide accurate, timely reports and forecasting
- Ensure team’s operational readiness and provide ongoing training for growth + development of managers and their teams
- Direct activities of managers, and provide leadership on the floor – giving team feedback, coaching, and support, as well as being a point of escalation
- Advocate for customers + end-users internally by building relationships with key contacts and partners in CS, Sales, Product, and Engineering to create cross-departmental alignment
- Other responsibilities, as necessary
Qualifications
- Minimum 5 years of relevant experience in Customer Success, preferably in a SaaS environment
- Management of teams with 25+ members preferred; proven success in a leadership role
- Proven and consistent success in executing against aggressive growth strategies, goals, and KPIs, and delivering target in excess of company expectations
- Experience supporting technical products, platforms, and applications
- Ability to balance customer and company outcomes, while maintaining a high-level of customer care
- Strong written and verbal communication skills; ability to interface with executives, employees, and customers across multiple verticals
- Energetic self-starter with strong organizational and project management skills; ability to thrive in a fast-paced, innovative, and evolving environment
- Passion for auditing processes, activities, metrics, tools, and data
- Attention to detail and problem solving skills
- Working knowledge of the Google Suite, Microsoft Office products, Salesforce, and Salesforce Service Cloud
- Relevant BA degree from an accredited institution or equivalent experience