Manager, Customer and Product Support

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Requirements:

• Three to five years of previous management experience in a global business including involvement with hiring, onboarding and performance management of direct reports
• A people-first mindset with a “roll up your sleeves” attitude to lead by example
• Passionate about technology and systems with a track record of driving productivity through coaching and measuring KPIs/SLAs
• A strong communicator with the ability to influence desired outcomes
• Obsessed with adding value to your team through coaching and feedback
• Ability to handle ambiguity, proactively identify challenges and present solutions
• Strong integrity in all interactions and decision making
• Exceptional attention to detail and organizational skills
• Comfortable with handling operational data including interpreting, analyzing and deriving actionable insights
• Experience with any/all of the following: Zendesk, Salesforce, JIRA

Responsibilities:

• Lead a team of multi-tiered support team members ensuring AS products are functioning in real time for our customers via troubleshooting, escalating bugs, responding to tickets while driving client service excellence and satisfaction as well as ensuring adoption/full utility of AlphaSense products through deep technical and functional knowledge
• Cultivate a positive and trusting environment through exhibiting our values and ongoing coaching, feedback and development of team members
• Verify all customer feedback is adequately captured and escalated as needed to the appropriate teams, identifying any themes or key areas of focus to address
• Maintain an in-depth knowledge of new products, features and releases to serve as an expert, point of contact for incident management and best inform your own decision-making
• Collaborate and build strong relationships with Customer Success, Product and other internal stakeholders to resolve queries and contribute to key initiatives
• Develop goals in-line with departmental OKRs and monitor team member’s performance through both qualitative and quantitative (KPIs, SLAs) measurements
• Drive adherence to the team’s best practices, workflows and processes and identifying areas of improvement
• Hire and train new team members ensuring onboarding is comprehensive and kept up-to-date with product and tech evolutions
• Anticipate needs to maintain exceptional customer support and enable our scale for resources, processes, data, etc.
• Identify ways to ensure your local team remains integrated and act as a mentor and resource for the global Customer & Product Support team
• Prepare regular updates on the team’s performance and areas of improvement