Senior Manager, Customer Success Engineering, EMEA

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Requirements:

• Experience working with a globally distributed, technical support team.
• Experience setting and managing KPIs and growth plans for team members.
• Experience driving efficiencies and building teams that don’t scale linearly with case volume.
• Desire to work cross-functionally, engaging closely with Product.
• Desire to mentor direct reports and help them succeed in their growth.
• Desire to empower your team, unblocking and helping them to prioritize.
• Confident dealing with a fast-paced platform with regular changes.
• Confident taking ownership of important decisions in the absence of leadership.
• Confident making decisions that make long-term sense.
• Ability to identify upstream concerns and represent the customer impact.
• Ability to work autonomously with a reliance on asynchronous communication.
• Ability to calmly handle pressurized situations at all times.
• Technical knowledge within modern application development and deployment.

Responsibilities:

• Ensuring the delivery of an exceptional customer experience at scale.
• Setting measurable goals to evaluate and consistently improve CSE team performance.
• Handling escalated cases that arrive ad-hoc through various channels.
• Working with the Product organization to provide feedback and implement solutions.
• Engaging stakeholders at all levels of the business to drive cross-functional improvements.
• Helping CSE’s with day to day performance, career planning, and growth.
• Identifying opportunities for tooling to improve efficiency and quality of work.
• Overseeing the communication of incidents to customers.
• Leading by example and periodically demonstrating CSE best practices in the role.
• Recruiting exceptional people that understand and are driven by Vercel’s mission.
• Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers.