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Manager, Customer Support

2 months ago

New York, United States PitchBook Data Full time

At PitchBook, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We’re deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company. 
Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast, and do it all over again in the pursuit of excellence.
If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you. 

 

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us

The Manager, Customer Support manages a team of Customer Support Specialists. They are responsible for auditing performance, ensuring successful onboarding, and collaborating with the Director, Customer Support to develop business strategy. Ultimately, the Manager, Customer Support is responsible for managing an effective Customer Support team with an emphasis on professional development.

 

Primary Job Responsibilities:


Manage and lead a team of Customer Support Specialists to achieve SLA and meet quality standards for all client work
Ensure all new team members are successfully onboarded, working with the other managers to manage an effective process and facilitating trainings as needed
Provide coaching and career development for team members
Maintain a regular cadence of 1:1s with each team member to recap performance, identify improvement opportunities, and support career development
Audit customer chat, email, and phone interactions monthly for quality and process adherence
Run performance reports in Salesforce and Tableau to track team results and update the Director, Customer Support weekly
Conduct biweekly team meetings to update Customer Support Specialists on best practices and continuing expectations
Collaborate with the Director, Customer Support to develop the overall support strategy within the Customer Success organization
Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues
Participate in Customer Support promotion and hiring process
Leverage a suite of tools including Salesforce and Talkdesk to monitor workflow, SLA, and team performance
Regularly review Highspot to ensure you and your team are knowledgeable on the latest product and data initiatives and releases
Continually evaluate the opportunity for process improvements and implement best practices
Collaborate with Customer Support management in other PitchBook locations on process design and implementation as well as overall team initiatives
Support the vision and values of the company through role modeling and encouraging desired behaviors
Participate in various company initiatives and projects as requested


 

Skills and Qualifications:


Bachelor’s degree or equivalent experience
3+ years of customer support or operations experience and 1+ years leading a team, ideally in a Customer Support or Operations environment
Demonstrated success with workflow optimization in a real time, fast paced environment
Proficient with Salesforce or similar CRM preferred
Proficient with Microsoft Excel including pivot tables and advanced formulas
Knowledge of SQL and the ability to modify basic queries
Excellent verbal and written communication skills with a keen eye for detail
Client first attitude and love to engage with customers
Interested in financial markets or services, particularly private equity and venture capital
Ability to operate with a strong sense of urgency and deliver results
Terrific prioritization skills to high call volume in parallel with project work
Comfortable to engage with a diverse array of customers
Team player with the desire to try new ideas in order to achieve greater levels of success
Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily


 

Benefits + Compensation at PitchBook:

Physical Health            


Comprehensive health benefits
Additional medical wellness incentives 
STD, LTD, AD&D, and life insurance


 

Emotional Health 


Paid sabbatical program after four years
Paid family and paternity leave 
Annual educational stipend
Ability to apply for tuition reimbursement
CFA exam stipend 
Robust training programs on industry and soft skills 
Employee assistance program
Generous allotment of vacation days, sick days, and volunteer days 


 

Social Health 


Matching gifts program
Employee resource groups
Subsidized emergency childcare  
Dependent Care FSA
Company-wide events
Employee referral bonus program  
Quarterly team building events


 

Financial Health 


401k match
Shared ownership employee stock program 
Monthly transportation stipend  


 

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

 

Compensation


Annual base salary: $110,000
Target annual bonus percentage: 12%


 

*Starting pay will be based on several factors and commensurate with qualifications & experience. We also have a location-based compensation structure; there may be different ranges for candidates by location. 

 

Working Conditions:

We believe our business and our culture are strongest when we work together in person. We also know that it’s helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office 5 days/week and that you are in the office full-time during the training period, for which the length varies by role. During an initial phone screen, the team will discuss expectations for this specific position.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

 

Life At PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It’s our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we’ve heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

 

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

 

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