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Customer Solutions Team Supervisor

2 months ago

Waltham, Massachusetts, United States ZoomInfo Technologies LLC Full time
Job Overview

At ZoomInfo Technologies LLC, we foster an environment that promotes creativity, values innovation, encourages collaboration, expects accountability, and celebrates results. We appreciate your proactive approach and will support you in realizing your growth potential. One significant decision can transform everything. Flourish with us at ZoomInfo Technologies LLC.

Position Summary:

As a Customer Solutions Team Supervisor, you will play a crucial role in managing the daily functions of ZoomInfo's Customer Solutions team, which is vital to our strategy for ensuring customer success. Your primary focus will be on delivering outstanding customer experiences through friendly, efficient, and precise service, along with the swift resolution of customer inquiries and issues. The Team Supervisor will act as a key escalation point for technical support, offering direct assistance to both internal and external stakeholders on complex cases requiring exceptional service. You will also guide a team of Solutions Analysts in enhancing their product knowledge, technical skills, communication best practices, and adherence to processes.

Key Responsibilities:

  • Lead a team of contributors across various locations, ensuring high-quality output while providing coaching and constructive feedback.
  • Implement management best practices, including consistent feedback delivery, action plan development, goal setting, and effective career path discussions.
  • Oversee the onboarding process for new Solutions team members, planning and guiding them throughout their initial training.
  • Collaborate with the Manager to establish policies, procedures, and processes that guarantee excellent and consistent customer service. Train team members on various tasks and products to maximize knowledge retention.
  • Document best practices and valuable information to enhance customer support through our online resources.
  • Provide daily support for our expanding customer base, managing incidents and offering workflow recommendations to optimize platform usage.
  • Monitor standard KPIs for the team, including Time to First Response (TTFR), Time to Resolution, Time to Escalation, and ticket categorization by channel.
  • Effectively triage and manage escalations to engineering teams for unresolved issues. Represent the customer perspective when escalating priority tickets and product issues to Product Management and Engineering.
  • Acquire knowledge of third-party products and their integrations to educate and assist customers in product usage and adoption.
  • Identify renewal risks and upsell opportunities, collaborating with internal teams to address issues and ensure high customer satisfaction for successful renewals.
  • Perform other relevant duties as assigned.

Qualifications:

  • 3+ years of relevant experience in a customer-facing role, preferably within the SaaS industry.
  • Bachelor's Degree is preferred.
  • Experience in team management is advantageous.
  • Strong organizational skills with the ability to multitask and manage various priorities effectively.
  • Detail-oriented with a self-directed approach to problem-solving.
  • Ability to adapt in a fast-paced, dynamic environment, demonstrating a strong sense of urgency.
  • Exceptional customer service skills, with the capacity to be empathetic, accurate, responsive, resourceful, and conscientious.
  • Capability to empower end-users to utilize our online training resources independently.
  • Excellent written and verbal communication skills, able to convey technical information to a diverse audience.
  • Aptitude for evaluating, troubleshooting, and following up on customer issues, as well as documenting for further escalation.
  • A positive attitude and a strong desire to learn.

Compensation & Benefits:

The base salary range for this position is $57,600 - $79,200 plus variable compensation and benefits.

Actual compensation will be determined based on factors such as the candidate's location, qualifications, skills, experience, and training. Your recruiter will provide more information about the specific salary range for your desired work location during the hiring process.

We are committed to the well-being of our employees and their families. In addition to comprehensive benefits, we offer holistic programs designed for overall wellness. Learn more about ZoomInfo's benefits.

About ZoomInfo:

ZoomInfo (NASDAQ: ZI) is the trusted go-to-market platform for businesses to find, acquire, and grow their customers. It provides accurate, real-time data, insights, and technology to over 35,000 companies globally. Businesses utilize ZoomInfo to enhance efficiency, consolidate technology stacks, and align their sales and marketing teams—all within one platform.

ZoomInfo is proud to be an Equal Opportunity Employer, committed to equal employment opportunities for all applicants and employees, regardless of various characteristics or statuses protected by applicable law.