!!THIS ROLE IS LOCATED IN AT. LOUIS!!
We are searching for a highly skilled Enterprise Support Manager to play a key role in leading and empowering our Support Center. This position offers an exciting chance to join a thriving organization and contribute to the forefront of data security, making a significant impact on the protection of data for numerous global enterprises.
As the Enterprise Support Manager, your primary duty is to execute and achieve the mission and objectives of the Support Center organization. In this role, you will lead a team of support professionals dedicated to providing exceptional support to our enterprise customers. You’ll work closely with internal teams to resolve complex issues, drive customer satisfaction, and develop strategies to ensure the highest levels of support and success for our largest, most strategic accounts. This position reports directly to the Head of Customer Success.
This position is based in St. Louis, MO, and requires on-site presence in the office.
RESPONSIBILITIES:
As an Enterprise Support Manager, you will play a crucial role in ensuring customer satisfaction and success by:
- Leading the enterprise support team, ensuring timely, effective, and high-quality responses to customer inquiries and issues.
- Building and maintaining strong relationships with enterprise customers, acting as an escalation point and advocate for their needs within the Company.
- Overseeing complex issue resolution and ensuring cases are managed through to resolution with minimal business impact for the customer.
- Developing, refining, and implementing processes and best practices to improve support response times, resolution rates, and customer satisfaction.
- Partnering closely with Product, Engineering, Customer Success, and Sales teams to ensure customer needs are communicated and addressed effectively.
- Tracking key performance metrics (KPIs), including response times, resolution rates, and customer satisfaction scores. Use data to identify areas for improvement and implement corrective actions.
- Developing and maintaining comprehensive documentation and training materials for customer delivery.
- Partnering with the product and technical writing teams to publish external-facing content and guides
- Ensuring the technical enablement of Subject Matter Experts by building and maintaining lab and test environments
- Planning, leading, and managing bug-a-thons.
- Training, mentoring, and developing support team members, promoting a culture of excellence and continuous improvement.
- Staying up-to-date on industry trends and best practices in enterprise support and integrating new methodologies to improve service levels.
Requirements
REQUIRED QUALIFICATIONS:
- Associate's degree or equivalent experience required. A Bachelor’s degree in Computer Science or similar experience a plus.
- Demonstrated experience in leading and developing high-performing support teams, with a focus on fostering a collaborative, customer-centric culture and driving continuous improvement.
- Proven track record of mentoring and coaching technical support staff, including goal-setting, performance management, and professional development, to enhance team capabilities and service levels.
- Strong leadership skills with the ability to motivate and inspire teams, especially in fast-paced and dynamic environments, while ensuring accountability and adherence to service standards.
- Exceptional team-building and interpersonal skills, with a focus on building trust, promoting open communication, and creating an inclusive environment that supports growth and engagement.
- Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail.
- A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment.
- A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention.
- Prior experience collaborating with Development teams.
- Prior experience working in a software company in a technical customer-facing role.
- Demonstrated track record of owning customer relationships.
- A self-motivated, proactive, and innovative team player who consistently strives to inspire customer loyalty.
- Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships.
- A clear and concise verbal and written communicator, capable of conveying complex information effectively.
- Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation. They will actively participate in projects aligned with their current skill set, seeking assistance primarily for more complex initiatives or issues.
