Manager- Technical Support (SaaS/GRC)

Expected start date: February 1st, 2023

Aravo was founded to bring order to the complex, chaotic world of enterprise Third Party Risk Management. We deliver the market-leading enterprise SaaS solution for managing third-party risk and compliance, helping Global 2000 companies protect their brand, build customer trust, and drive principled performance. Our notable and growing customer base includes the biggest and most respected brands in the world including Google, Microsoft, Salesforce, Deloitte, Ford, GE, Pfizer, State Farm, Fidelity, British Petroleum, Nike, P&G, Unilever, eBay, Ericsson, Intuit and many others.

Working for Aravo is working with purpose. Our team takes pride in delivering excellent products that make a difference and we enjoy providing exceptional service to our clients. We're intelligent, collaborative, and solutions driven. We know what we do helps serve a greater purpose by providing solutions that help eradicate corruption and social injustice from the world's supply chains and third-party networks. We feel really good about that.

Aravo is headquartered in San Francisco, with offices and partners across the US, Europe, and Asia.

The Role:

As the Manager - Technical Support, you have the unique opportunity to take ownership of one of our vital customer success experience teams supporting a growing platform and customer base. Our technical support team is responsible for resolving customer problems and ensuring our customers are operational at all times. We're looking for someone that is highly proactive in supporting our clients and providing the highest level of customer experience. This person will build and provide leadership to a highly motivated, geographically diverse team of technical support specialists that are responsible for analyzing, troubleshooting, and diagnosing issues within the Aravo product while providing exceptional customer service. This position requires in-depth knowledge of troubleshooting methodologies within a no-code SaaS platform, SQL understanding, analytics skills, and people management.

What You'll Do:

• Develop, implement, and drive technical support strategies and initiatives
• Create, implement, and maintain internal processes that can adapt to the changing business and platform-related requirements
• Attract, lead, and coach a team of highly efficient and customer-centric technical specialists
• Take ownership of our support processes including maintaining and implementing support technologies
• Actively participate in product design and technical reviews to provide product support and implementation feedback
• Develop and deliver reporting and KPIs to provide leadership with insights that drive business growth and identify needed investments
• Develop service and support guides, reduce service response times, and improve customer satisfaction.
• Collaborate with Product, Marketing, and Legal and Compliance to develop materials and resources to set new customers up for success and drive adoption and engagement
• Be a customer champion who applies consumer-first direction at all levels of the company and provides insights to Product, Marketing, and various other business units based on service interactions
• Be capable of big-picture thinking while solving today's problems efficiently
• Communicate with Aravo clients as a coach and stakeholder in their success

Requirements

• 6+ years of experience providing technical support including in-depth troubleshooting, analysis, and diagnostics in a SaaS organization
• 3+ years of experience managing and developing highly functioning teams
• 2+ years of experience managing support projects such as resource planning/allocation, customer expectation management, project deliverables, and cross-functional escalation
• Deep understanding of SaaS architecture and troubleshooting methodologies
• Ability to effectively manage critical customer situations to maintain customer satisfaction/retention
• Excellent problem-solving skills
• Strong ability to work collaboratively with geographically diverse teams both internal and external ensuring the success of strategic goals and initiatives
• Ability to analyze data and deliver actionable insights.
• Strong communication, interpersonal, presentation, and negotiation skills with the ability to influence and work optimally across all levels in an organization

Benefits

• 100% Employer Paid Medical / Dental / Vision Insurance Premiums for the Employee and Family
• Paid Maternity and Paternity Leave
• Life and AD&D Insurance
  • Long-Term Disability Insurance
  • 401K with Company Matching
  • Equity Participation
  • 4 Weeks of Vacation
  • Fully Stocked Kitchens
  • Company Sponsored Charitable Day of Giving Events
  • and many more!
Aravo Solutions Inc is registered as an employer in many, but not all, states. If an applicant is not in or able to work from a state where Aravo Solutions Inc is registered, they may not be eligible for employment.