Senior Manager, Customer Support

About the Role

As the Sr. Manager, you will grow, develop and motivate a team of technical experts and lead day-to-day operations of the Support team. This role also serves as the single point of contact for a specified set of escalated accounts. This role is responsible for managing internal stakeholder and customer communication, troubleshooting independently and in partnership with engineering, and providing resolution of specific escalated technical issues to the customers satisfaction. This role is expected to be available on an as needed basis to investigate and manage escalated customer issues. 

The ideal candidate will have excellent time management skills and a customer-centric, consultative approach. The measures for success in this role are a high-performing support team that results in unparalleled customer experience coupled with excellent efficiency and efficacy.

• Build and retain a high-performing support team that delivers against business goals and meets SLAs
• Handle complex and/or escalated technical service issues and claims with heavy focus on communication with customers, clients, affiliates, vendors and other departments
• Build tools and processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance
• Lead engagement with the Development Engineering team, including bug reporting/resolution processes
• Conduct case reviews to help accelerate closure of support cases and to identify case handling issues; provide feedback to engineers and management, as needed
• Develop, own, and drive action plans for technical escalations. 
• Communicate customer priorities to Product and Engineering
• Lead escalation management activities and coordinate cross-collaboration with the global team to ensure customer satisfaction. 
• Manage customers through issue resolution including customer meetings, status reports, updates, and troubleshooting.
• Investigate customer technical issues and articulate customer concerns across Sales, Product and Engineering 
• Participate or lead Critical Accounts Calls 
• Ensure Customer, Customer Success and Sales satisfaction is met before an account is “deescalated”
• Identify possible escalated cases and accounts and delegate to team members to develop. an action plan around the issue
• Collaborates with Customer Support on Escalated tickets and works them to completion 

Basic Qualifications

• Bachelor’s degree in Computer Science, IT, or other related field
• Or equivalent work experience
• 7+ years total professional experience
• 5+ years of demonstrated experience supporting SaaS solutions for enterprise level clients and 
• 2+ years in managerial capacity.
• Excellent verbal and written skills specifically in the documentation and presentation of findings. 

Additional Qualifications

• Exceptional negotiation skills to ensure the technical issue is resolved by the customers and SecurityScorecard standards.
• Strong interpersonal skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups.
• Demonstrated ability to juggle and prioritize a high volume workload while handling details accurately, in a timely manner, and under pressure; strong organizational skills.
• Knowledge of cybersecurity attack vectors is a plus.
• Strong understanding of how the Internet works to be able to solve domain and IP attribution challenges.
• Demonstrated success as a highly creative, curious technologist and problem solver.
• Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals.