Manager, Customer Support

At PitchBook, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence. If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.About the Role:As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers' success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join usThe Manager, Customer Support manages a team of Customer Support Specialists. They are responsible for auditing performance, ensuring successful onboarding, and collaborating with the Director, Customer Support to develop business strategy. Ultimately, the Manager, Customer Support is responsible for managing an effective Customer Support team with an emphasis on professional development.Primary Job Responsibilities:Manage and lead a team of Customer Support Specialists to achieve SLAs and meet quality standards for all client workEnsure all new team members are successfully onboarded, working with the other managers to manage an effective process and facilitating trainings as neededProvide coaching and career development for team membersMaintain a regular cadence of 1:1s with each team member to recap performance, identify improvement opportunities, and support career developmentAudit customer chat, email, and phone interactions monthly for quality and process adherenceRun performance reports in Salesforce and Tableau to track team results and update the Director, Customer Support weeklyConduct biweekly team meetings to update Customer Support Specialists on best practices and continuing expectationsCollaborate with the Director, Customer Support to develop the overall support strategy within the Customer Success organizationServe as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issuesParticipate in Customer Support promotion and hiring processLeverage a suite of tools including Salesforce and Talkdesk to monitor workflow, SLAs, and team performanceRegularly review Highspot to ensure you and your team are knowledgeable on the latest product and data initiatives and releasesContinually evaluate the opportunity for process improvements and implement best practicesCollaborate with Customer Support management in other PitchBook locations on process design and implementation as well as overall team initiativesSupport the vision and values of the company through role modeling and encouraging desired behaviorsParticipate in various company initiatives and projects as requestedSkills and Qualifications:Bachelor's degree or equivalent experience3+ years of customer support or operations experience1+ years leading a team, ideally in a customer support or operations environmentDemonstrated success with workflow optimization in a real time and fast paced environmentProficient with Salesforce or similar CRM preferredProficient with Microsoft Excel including pivot tables and advanced formulasKnowledge of SQL and able to modify basic queriesExcellent verbal and written communication skills with a keen eye for detailClient first attitude and love to engage with customersInterested in financial markets or services, particularly private equity and venture capitalAble to operate with a strong sense of urgency and deliver resultsTerrific prioritization skills to high call volume in parallel with project workComfortable to engage with a diverse array of customersTeam player with the desire to try new ideas in order to achieve greater levels of successProficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easilyBenefits + Compensation at PitchBook:Physical Health Comprehensive health benefitsAdditional medical wellness incentivesSTD, LTD, AD&D, and life insuranceEmotional HealthPaid sabbatical program after four yearsPaid family and paternity leaveAnnual educational stipendAbility to apply for tuition reimbursementCFA exam stipendRobust training programs on industry and soft skillsEmployee assistance programGenerous allotment of vacation days, sick days, and volunteer daysSocial HealthMatching gifts programEmployee resource groupsSubsidized emergency childcareDependent Care FSACompany-wide eventsEmployee referral bonus programQuarterly team building eventsFinancial Health401k matchShared ownership employee stock programMonthly transportation stipendPlease be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your pensationAnnual base salary: $110,000Target annual bonus percentage: 12%Working Conditions:We believe our business and our culture are strongest when we work together in person. We also know that it's helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office 5days/week and that you are in the office full-time during the training period, for which the length varies by role. During an initial phone screen, the team will discuss expectations for this specific position.The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.Life At PB:We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It's our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we've heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.#LI-VH1PitchBook appreciates and respects diversity, and as such, we are an equal opportunity employer. Minimum Salary: 110000.00 Maximum Salary: 110000.00 Salary Unit: Yearly

Created: 2024-11-02