Vinli London, UK
Jun 19, 2019Full time
The Customer Support Operations Manager will support our customers and be a critical part of our new and growing Customer Success team. The ideal candidate is customer, data and process driven and will thrive in a fast paced, collaborative environment. To succeed in this role, you will need to think and operate at a strategic level as well as make pragmatic tactical decisions to support day-to-day customer interactions and support needs. In this role you will be responsible for building and optimising the Customer Support operations, to provide high quality 24x7 support services to our enterprise customers. Your approach will enable key stakeholders to make informed, pro-active decisions and your data driven mindset will uncover customer insights that will assist to improve the customer journey and insights. You will work closely with key internal stakeholders across the teams to ensure appropriate processes are in place to provide support for customers and the necessary support metrics and data, are provided in a timely manner. This will be a player coach role, with the person providing direct support services to customers and then also helping building the support team and leading them. Responsibilities: Provide customer support to our European marquee customers and partners. Understand customer solutions and deployments and business objectives. Creating a scalable support services for global customers. Provide ideas for technical and/or workflow & process improvements. Participate in a collaborative reviews with the product and technical teams. Create and implement formal support go-live processes for new customers. Senior level customer stakeholder management and engagement. Define and document standard customer SLAs for services and implement these for customers. REQUIREMENTS: Mandatory: Experience working in post sales customer support focused roles in companies. 10+ years professional experience in customer services, customer support or customer success. Experience with SaaS platforms and business applications, for B2B customers and users. Preferred: Experience with customer success management platforms. University degree - computer science, business or other discipline. Experience with Zendesk and similar customer support platforms. Experience with Gainsight and similar customer success platforms. Experience with product integration tools and platforms. About You: You can roll up your sleeves and work across different parts of the business. You can work effectively remotely and as part of a startup within a startup. You are customer focused and put the customer at the centre of everything. You thrive in challenging environments that require collaborative problem solving. You ensure the voice of the customer is listened to and represented to the business. You are capable of independently prioritising your duties and still work well with a team You can both accept and provide thoughtful, respectful constructive criticism.