Customer Support Manager

PropelPLM

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/05/2021
  • Website: propelplm.com
  • Company Address: 900 Lafayette Street #505, Santa Clara, CA, 95050

About PropelPLM

Propel is the platform for tomorrow’s brands. Propel offers cloud Product Lifecycle Management (PLM), Product Information Management (PIM) and Quality Management Software (QMS) solutions that help engineers, marketing, sales channels, partners, customers, and everyone else shares all the information needed to get products from concept to customer.

Job Description

Propel is a fast paced, VC backed company. We help companies, big and small, get their products to market quicker than ever before, with an intuitive and collaborative interface completely built on the Salesforce Lightning platform. At Propel, we don’t believe in just selling a great product. We also pride ourselves on the team we have behind that product. Everything begins and ends with our mission: To create an innovative software company that helps customers propel world changing products. 
 
TEAM
The Customer Support team is responsible to ensure support is provided in a timely, customer- oriented, and comprehensive manner. Promote a support culture that goes above and beyond what the customer expects and ensuring that every Propel customer support contact is positive. We are focused on knowing our customers, anticipating issues and addressing them immediately. We work with our customers to define their key business success metrics with Propel to ensure we meet those consistently.
 
ROLE
As our first Customer Support Manager, this is a great opportunity to own and scale the processes of a small but mighty, and growing, team. Propel is a highly configurable product and no one ticket is alike. We are looking for a Support Manager who can roll up their sleeves to be the point of ticket escalation as needed, and at the same time provide the leadership and motivation needed to develop and scale your team.

In this role you can expect to:

    • Maintain Propel SLAs by pitching in when volume of incoming tickets exceeds team bandwidth
    • Become the escalation point for ticket issues prior to triage with engineering and product team
    • Lead, motivate and mentor support team members in a dynamic environment via a process driven culture through continuous feedback and weekly scheduled 1:1 meetings with your direct reports
    • Work with CS Ops Manager to compile and present reports on support team performances to leadership team
    • Implement processes to improve teams efficiency, SLAs and survey scores
    • Serve as the voice of the customer and act as a liaison between customer and Propel stakeholders
    • Be a subject matter expert on the Propel and Salesforce platform

To be successful in this role you bring:

    • 3+ years in Customer Support Manager role serving Enterprise B2B SaaS in a 24 hours support environment
    • Must have experience in SaaS
    • Familiarity with Salesforce Admin 
    • Familiarity with Jira or similar bug tracking development tool
    • Excellent written and verbal communication skills

Other skills that may be useful in this role:

    • Enterprise SaaS experience
    • Salesforce Admin certified
Authorization to work in the United States is required; please note that at this time, Propel is not sponsoring visas for any positions.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.