Senior Manger - Customer Solutions

About the role : 

As a Senior Manager of Customer Solutions, you will help oversee part of the Tier 1 Customer Solutions team, an integral part of our customer experience strategy to ensure every customer is successful. This role is the leader of India-based Support Team at ZoomInfo, and serves as a key escalation point for technical support, providing direct assistance to internal and external stakeholders on complicated cases where exceptional service may be required. The Senior Manager must ensure all customers receive outstanding support while overseeing the day to day functions of the team. At the direction of the Director of Customer Solutions, the manager will have a wide range of responsibilities that includes creating policies and processes, training and developing team members, and driving the overall ZoomInfo Customer Experience.

What You'll Do:

Technical Skills 

• Create and drive continuous education for the team, both in product knowledge and best-in-class communication skills to drive quality customer experiences. 
• Manage team support channels, ensuring we’re providing timely responses and updates 
• Collaborate with team members to triage and troubleshoot complex issues through testing and reproduction 
• Serve as the primary point of contact for client escalations
• Act as a voice of the customer and escalate priority tickets and product bugs to the Product Management and Engineering teams. 

Process Management

• Track standard KPIs for the team, including Time to First Response (TTFR), Time to Resolution, Time to Escalation, Response Times, and ticket types by channel.
• Create policies, procedures, and processes for the team to ensure customers receive excellent and consistent service. Train employees on a variety of processes, tasks, and products to ensure maximum knowledge retention. 
• Oversee team structuring and hiring for open positions
• Document best practices and other useful information to better enable our customers through our online support tools
• Support crisis management processes during large-scale platform outages; is on on-call rotation as needed

Team and People Management

• Manage team leads (who are people managers) to drive best practice management techniques including delivering consistent feedback, goal setting, and carrying out effective career pathing conversations. 
• Address improvements with individuals and as a team, and develop action plans for improvement
• Liaison between Senior Leadership, team leads, and team members to define and manage team expectations regarding scope of work and responsibilities
• Oversee onboarding of new Solutions team members, working with team leads to plan, schedule, and provide guidance to new hires throughout onboarding process
• Act as primary point of contact from a management level for in-office operations for all India based Customer Solutions team members (including partnering with HR, Talent Acquisition, Facilities, etc)

What you bring

• Bachelor’s degree required and 10 to 13 years of equivalent work experience. 
• Minimum 3-5 years of people leadership experience with experience leading other people managers; experience managing teams at a SaaS company preferred
• Ability to work EST shift primarily, with flexibility to adjust if needed based on business needs; on call rotation coverage may be needed outside of regular business hours
• Experience overseeing a team with 24/7 coverage
• Ability to work primarily based in the Chennai office, but with flexibility to travel to Bangalore
• Experience managing, leading, or growing teams including training, mentoring, and developing direct reports and skip level team members
• Proven track record of ability to coach, mentor, and develop other people leaders
• Experience collaborating with a global team and managing a team that supports global customers (EMEA + North America)
• Strong coaching and people development skills, with a focus on soft skills and communication skills. Must be a champion for customer excellence and satisfaction.
• Proven ability to multi-task and successfully manage multiple priorities simultaneously
• Must have a strong attention to detail and a self-directed problem solver
• Ability to adapt and pivot in a fast paced, ever-changing environment
• Excellent customer service skills the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Exceptional verbal and written communication skills
• Prior experience leading teams of 15+ employees a plus
• Prior experience and technical understanding of CRM, Marketing Automation, and sales acceleration tools preferred
• Prior experience with Salesforce, Google Suite, SQL, and DataDog preferred