Senior Manager/Manager, Customer Support

Clariti Cloud Inc.•Canada, KY

49d•$110•Remote

About The Position

Join our mission to provide governments with exceptional experiences so they can do the same for their communities! What do we do?💥 We empower governments to deliver exceptional citizen experiences. Check out our ‘About Us’ page for a deep dive into our product and what makes us exceptional. How will you help us make an impact? 👩‍💻👨‍💻 We are seeking a transformational leader to head the Customer Support function at Clariti! Reporting to the Chief Customer Officer, this person possesses a track record of building & leading high-performing Customer Support teams and practical experience managing customer support operations. This is a leadership role on the broader Customer Experience team that ensures our customers across both Enterprise & Mid-market lines of business are able to successfully run Clariti at scale. The successful candidate will be a leader who can pivot to support business, customer, and/or team needs based on priority & impact. This could include but isn’t limited to taking ownership of high visibility escalations while also developing talent, processes, and driving continuous improvement to achieve strategic goals as Clariti continues to scale. This is a technical leadership role with a tremendous amount of customer interface. Our customers have great expectations of our products and our company. If you are the type of person who thrives in highly technical environments, enjoys helping customers, managing complex and fast-moving situations, and applying preparation and regular rehearsal to often complicated technical emergencies, this is the job for you. The breakdown of this role would likely be as follows: 30%: Strategy & Management (Team, Performance, and Functional) 40%: Tactical Support & Escalations (incl. Cross-functional Collaboration) 30%: Managed Services & Scaling Premium Support (Program Management) This leadership role will have a significant impact on the success of the organization, helping to position our escalation management for scale, efficiency and top-notch customer satisfaction.

Requirements

At least five (5) years experience in a highly technical, post-sale leadership role at a software company in either a Customer Support or Technical support overseeing medium-sized teams over a period of high-growth and/or leading through change management
At least (3) years of experience in an Incident Response leadership role
Strong technical background with an understanding of software applications, IT infrastructure, and troubleshooting methodologies, including experience using Salesforce technology.
In-depth knowledge and practical experience implementing KCS (Knowledge-centred Service) principles and methodologies.
Experience with implementing whole-company high-severity issue de-escalation patterns that maximize customer experience and company efficiency
Ability to support virtual and on-site meetings with customers, and present to technical and non-technical stakeholders, cross-functional teams, and customers at various levels
Experience in building, leading, and developing high-performing technical customer support teams
Prior experience managing people across multiple lines of business with a focus on career development in a high-growth, rapidly changing corporate environment
Demonstrated commitment to delivering exceptional customer service and improving customer satisfaction metrics.
Experience managing escalations at scale (multiple escalations per week spanning global resources), as well as managing cross-functional response (sales, customer success, support, professional services, engineering, product management)
Born-in-the-cloud XaaS experience; IaaS or PaaS
Ability to analyze data, identify trends, and make data-driven decisions to optimize support operations including producing management dashboards and scorecards

Responsibilities

Team Leadership: Lead and manage a team of customer support analysts, ensuring they are motivated, trained, and equipped to provide high-quality support to customers.
Operational Management: Oversee day-to-day technical support operations, including ticket management, escalations, and resolution processes.
Performance Monitoring: Monitor KPIs to measure team performance and individual productivity. Use data-driven insights to identify areas for improvement and implement corrective actions.
Customer Satisfaction: Maintain a customer-centric approach by ensuring timely and effective responses to customer inquiries and issues. Strive to exceed customer expectations and foster positive relationships.
Knowledge Management: Drive the adoption and continuous improvement of KCS practices within the support team. Facilitate the creation, validation, and maintenance of knowledge base articles to enable self-service and improve first contact resolution rates.
Collaboration: Work closely with cross-functional teams, including product, development, account management, and partnerships, to advocate for customer needs and contribute to product improvements.
Training and Development: Provide coaching, mentoring, and training to support engineers on technical skills, customer service best practices, and KCS methodologies.
Quality Assurance: Conduct regular reviews and audits of support interactions to ensure adherence to quality standards and consistency in service delivery.
Reporting and Analysis: Prepare and present regular reports on support team performance, customer feedback, and operational metrics to senior management.
Incident Management: Lead the resolution of critical, time-sensitive production outages, ensuring rapid incident closure while reinforcing customer trust through a world-class support experience.
Root Cause Analysis: Oversee comprehensive post-incident reviews and drive continuous improvement initiatives across the Customer Support organization to minimize recurrence and enhance service reliability.
Cross-Functional Collaboration: Partner with teams across Sales, Professional Services, Customer Success, and other customer-facing functions to address blockers affecting product adoption and account expansion.
Proactive Escalation Prevention: Collaborate with both technical and non-technical stakeholders to prevent potential escalations by ensuring timely alignment of the appropriate resources to customer-impacting activities.
Product and Engineering Partnership: Work closely with product management and engineering teams to escalate and resolve product issues, advocate for customer-driven feature requests, and accelerate defect remediation as needed.
Unified Customer Experience: Champion a seamless, unified incident response experience by aligning efforts across functions, ensuring customers perceive Clariti as a cohesive and integrated team