Product Support Manager

About the role

We are looking for a seasoned and innovative Support Manager to lead and champion our Product Support team. In this role, you will play a critical part in continuing to grow our Product Support group, empowering customers, and driving platform retention and adoption. In collaboration with various teams such as Customer Success, Relationship Management, Product, and Engineering, your focus will be to understand the needs of both our clients and team members, and build out scalable support solutions. This role is a great opportunity for someone who is a proactive leader with an analytical mindset who enjoys the ever-evolving world of SaaS.

Core Responsibilities:

• Support and continually grow our existing group of world-class Support Analysts, create best-in-class processes, and ensure our clients are receiving top quality support in a timely manner

• Develop and implement processes to troubleshoot client issues, provision accounts, and monitor service level agreements

• Collaborate with Customer Success and Relationship Management to resolve customer issues to ensure customer happiness, retention, and adoption

• Analyze and present customer support metrics, such as support response time and customer satisfaction ratings, in order to improve the client experience and facilitate a scalable support structure

• Provide support to clients by handling escalated inquiries, troubleshooting product-related issues, and advise on best practices

• Identify and proactively manage risk areas, scope, and customer expectations that could impact success

• Partner with Engineering and Product teams as needed to troubleshoot issues, bugs, or provide customer feature request feedback  

Requirements: 

•  Preferred 5+ years of Support leadership experience in the technology industry or a B2B SaaS environment

• You have built or grown similar Support groups as sole leader of the team

• You are a dedicated leader and invest in the growth and development of others and their work

• You are a skillful communicator, and recognize the opportunity for every interaction to be an opportunity for mutually beneficial growth

• You have excellent organizational skills with the ability to prioritize, manage, multi-task, and execute projects cross-functionally

• You can reduce a complex topic to a few simple steps and appreciate seeing customers become more successful because of your help and teaching

• You are quick to learn new technologies and are excited to share your passion for technology and software with others

• You always have the customer’s needs in mind and help us find ways of making our processes more user friendly

• You have experience with and expertise in key softwares utilized by LogicGate’s Support Organization including: Jira, Zendesk, Pendo, Salesforce

For applicants in California, Connecticut, Colorado, Maryland, Nevada, New York, New Jersey, Ohio, Rhode Island, and Washington the base salary range is $85,000-$108,000 per year + variable + equity + benefits. Actual salaries may vary and will be based on factors, such as candidate's qualifications, skills, competencies and proficiency for the role. Internal candidates who have current pay within or above the hiring range are still encouraged to apply if interested.

Total Rewards 

Our Total Rewards Package is designed to support you both at work and outside of it. In addition to offering competitive salary, variable compensation (bonus), equity and health and wellness benefits, we are proud to offer generous PTO, 12 Annual Company Holidays, Summer and Winter Fridays, and Health Days, allowing you time to recharge and relax. We are focused on and invested in career development and learning opportunities including access to LinkedIn Learning, regular People Leader training, our internal Mentorship Program, and and annual Continued Education stipend ($1,000 per year per person). 

Our Culture

DEIB is a priority for us at LogicGate - it is at the foundation of all of our core People programs, activities, and business practices.  We encourage everyone to join one of our Employee Affinity Groups (BELogicGate, Women in LogicGate, and Pride) to participate in and contribute to conversations that foster a culture of belonging. 

LogicGate also believes strongly in giving back to the communities in which we live and work. We support our teams through this by offering volunteer hours as well as Company-wide charitable activities supporting organizations aligned with our Company Core Values.

Excited about LogicGate but not familiar with GRC? That’s ok — a lot of us weren’t familiar with GRC when we started, too. Unless the job description specifically requires previous GRC familiarity, here’s what you need to know:

• GRC stands for Governance, Risk, and Compliance

• GRC professionals help their companies manage uncertainty, act with integrity, and stay on the right side of the law. 

• GRC is a huge market and growing fast. It’s a $35 billion industry today, and predicted to grow to $64 billion by 2025. A lot of opportunity!

At LogicGate, our People are the foundation of everything we do - for our teams, our customers, and the Company. We are proud to offer competitive, inclusive, and comprehensive total rewards packages. 

LogicGate has an outcomes-first culture that provides a variety of benefits and perks that enable our teams to thrive, both inside and outside of the workplace.These include: competitive variable plans, equity grants, paid time-off, ongoing learning stipend, paid parental leave, 401k matching, health, vision, and dental insurance, accident and life insurance.