Senior Manager, Customer Support

NAVEX•Lake Oswego, OR

1d•Hybrid

About The Position

At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. That’s real impact. Our high-performance culture is driven by our values. We move with speed, passion and purpose — as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right. We are the worldwide leader in integrated risk and compliance management software and services. As a Senior Manager of Customer Support, you will be responsible for the oversight of Customer Support professionals dedicated to providing high quality engagement activities and best-in-class support for our customers post-product implementation. This position reports directly to the Director, Customer Support. In this role, you will coach, motivate, and manage team members to achieve operational excellence while leveraging NAVEX’s award-winning methodologies and processes. You will be responsible for the professional development and growth of team resources and for the delivery of best-in-class Customer Support that drives customer satisfaction and retention while promoting expansion in our customer base and in our annual recurring revenue. This role requires an in depth understanding of NAVEX products and services. Additionally, you will interact directly with customers on management escalations to mitigate issues and drive resolution; and you will collaborate with cross-functional teams to ensure customer lifecycle management. You’ll thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what’s next!

Requirements

5+ years of experience in customer support, service delivery, or related customer-facing leadership roles
3+ years of experience leading and developing a high-performing team in customer relationship roles in a SaaS or technology environment
Strong operational management, process optimization, and analytical skills
Demonstrated ability to effectively manage multiple projects simultaneously, including developing objectives, prioritizing responsibilities, delegating tasks, executing deliverables and tracking and measuring projects to successful completion
Familiarity with support systems (Salesforce, Gainsight, or similar)
The ability to plan, direct and own strategic initiatives with minimal management supervision
High level of attention to detail, excellent follow through and reliability
Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
Fuel performance and outcomes. Leverage your job competencies and champion NAVEX’s core values

Responsibilities

Coach and develop a team of Customer Support Specialists to achieve key performance metrics
Collect and report metrics specific to team’s performance
Focus on customer satisfaction and retention in alignment with defined metric targets
Evaluate and seek to understand the customer satisfaction influencers and ensure teams have the tools, training and processes to deliver a superior customer experience
Serve as a point of escalation for customer issues
Ensure teams deliver on key metrics
Identify and implement enhancements to existing internal processes and procedures
Hire, lead, and mentor Support professionals fostering a culture of customer advocacy, accountability, continuous improvement and retention
Collaborate closely with Product, Engineering, Customer Success, Implementation, and Sales teams