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Customer Support Manager

4 months ago

Bethesda, Maryland, United States 3E Full time

We are a mission-driven company with the purpose to establish a safer world

Our award-winning SaaS-based compliance and sustainability solutions empower companies to reduce risk, drive continuous improvement, and create new growth opportunities. With recent incremental capital investment and a new leadership mandate, we are on a path to accelerating growth and significantly expanding the breadth and depth of our customer relationships.

Are you ready to do your part? Come join us

3E is on the hunt for a driven Customer Support Manager to head our Helpdesk team, ensuring unparalleled support for our product users. In this pivotal role, you'll not only master the ins and outs of 3E's offerings but also foster seamless collaboration across departments to guarantee a top-tier support experience. Your leadership will be instrumental in maximizing customer satisfaction, driving product adoption, and securing long-term loyalty.

As a key player in the Customer Success team and reporting directly to the Senior Director of Customer Support, you'll champion the charge towards exceptional customer experiences. We're seeking a visionary leader passionate about making a significant impact—someone who's eager to spearhead organizational change and delight customers through a dedicated commitment to service excellence. Join us at 3E, where your expertise will help shape the future of customer support.

What You'll Do

  • Leadership of global customer-facing support team
  • Monitor success metrics to contribute to overall customer health assessments for customer success and referral.
  • Analyze team performance (KPIs) to identify areas of improvement and process efficiency.
  • Experience meeting SLA requirements (internal and external)
  • Customer survey (CSAT) management and analysis
  • Serve as a point of escalation for support issues affecting the entire customer population.
  • Engage in process optimization, including technology improvements, process improvements, and solutions to improve support team performance and efficiency.
  • Oversee team progress in training on current product features, functionalities, and best practices.
  • Gather and analyze support data to inform business decisions and contribute to the product roadmap.
  • Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
  • Focus on the client's perspective when interacting with internal and external clients.
  • Lead and mentor team members
  • Engage daily with customers at the executive level on key escalations and top issues.
  • Understand and continue to learn the product and industry space.
  • Participate in the hiring process and assist in screening candidates.

Skills

Ability to explain complex issues in a simplified format (written and verbal)Ability to be flexible and adapt to the ongoing environment of change.Ability to understand and interpret the business environment including customer needs. Analytical ability to examine, interpret, and synthesize complex information and data sets to derive meaningful insights, identify patterns, and make well-informed decisions.

What Make's You A Great Fit

  • Associate degree or equivalent work experience.
  • 5+ number of years as a people leader. Proven track record of enhancing team performance and productivity through targeted skill development, and coaching.
  • 10+ years of customer service and customer support experience with a significant focus on team leadership and development that includes:
  • Proficient knowledge of Support Management best practices
  • Proficient in Zendesk, Jira, and common support applications
  • Experience managing a remote workforce
  • Communication skills (presentations, phone, email, written)
  • Facilitating business meetings (agenda, teleconference, Microsoft TEAMS, Zoom)
  • Time management and prioritization of workload
  • Critical Thinking, Creative Problem Solving, Strategic
  • Experience with managing workload using a ticketing/case management system.
  • Understanding web service application architecture and experience troubleshooting complex API issues.
  • Experience with Identity Provider Single Sign-On integrations (i.e. OKTA, Azure, Ping), MFA, and SQL databases.
  • Knowledge of software development cycles and agile project management
  • Experience collaborating with Product and Marketing teams to communicate feature improvements to customers.

Preferred

Understanding of SAP ABAP (Advanced Business Application Programming).IT, Engineering, or Programming background

Other

Up to 10-15% of travel required

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Privacy Policy and Candidate Privacy Notice

3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation please send an email to

AGENCIES: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid in the event the candidate is hired by 3E because of the referral or through other means.