Director, US Customer Support

| Seattle, WA
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At PitchBook we work to provide global professionals with comprehensive data on the entire venture capital, private equity and M&A landscape so they can discover and execute opportunities with confidence. We credit our success and rapid growth to our cutting-edge products, customer centered attitude and ability to embrace and drive change.
In just over a decade, PitchBook has reached over 1,300 global employees with offices worldwide, and we’re not slowing down! Consistently recognized as a Best Place to Work, our culture is at the heart of our success and is driven by excellence, inclusion and fun. At PitchBook we’re committed to fostering an open and collaborative work environment.
About the Role:

“Customers are King!” Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they are receiving from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. We believe in doing whatever it takes to make our customers successful and the Customer Success team drives that success every day.
PitchBook’s Director, US Customer Support leads a regional Customer Support team. This includes goal setting, strategy development, headcount planning, compensation planning and more. Ultimately, this role is responsible for managing an effective regional Customer Support organization with an emphasis on efficiency and quality.
Primary Job Responsibilities:

  • Manage a team of Customer Support Managers to achieve global SLA goals, improve workflow efficiencies.
  • Provide coaching and career development for team members as needed.
  • Maintain a regular cadence of 1:1s with Customer Support Managers to recap performance, identify improvement opportunities and support career development.
  • Partner with the Director, Customer Success to develop the regional support strategy within the Customer Support organization.
  • Sets hiring strategy for a region of the Customer Support organization.
  • Design new team member onboarding and trainings; collaborating with the People Development team as needed to update trainings.
  • Work with Director, Customer Support to set the regional schedule to ensure business hour coverage.
  • Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues.
  • Work with the Customer Success Trainer to assist with design ongoing financial market and product trainings.
  • Cross collaborate with other departments from Product to Research to provide actionable feedback and help innovate our internal processes
  • Own large projects of strategic importance, assisting with product and process improvements.
  • Conduct biweekly regional meetings to update CSSs on best practices, performance metrics and continuing expectations.
  • Support the vision and values of the company through role modeling and encouraging desired behaviors.
  • Participate in various company initiatives and projects as requested.

Skills and Qualifications:

  • Minimum of five years of professional management or team lead experience, ideally in a Customer Support or Operations environment.
  • Demonstrated success with workflow optimization in a real time, fast paced environment.
  • Proficient with Salesforce or similar CRM preferred.
  • Have excellent verbal and written communication skills with a keen eye for detail.
  • A client first attitude and love to engage with customers.
  • Interested in financial markets or services, particularly private equity and venture capital.
  • Ability to operate with a strong sense of urgency and deliver results.
  • Have terrific prioritization skills to high call volume in parallel with project work.
  • Comfortable to engage with a diverse array of customers.
  • Team player with the desire to try new ideas in order to achieve greater levels of success.
  • Knowledge of the MS Office suite including Outlook and Word.

If you are ready to start the conversation about how you might contribute to all the happenings at PitchBook, submit your resume today! PitchBook appreciates and respects diversity, and as such, we are an equal opportunity employer.
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More Information on PitchBook
PitchBook operates in the Fintech industry. The company is located in Seattle, WA, San Francisco, CA and New York, NY. PitchBook was founded in 2007. It has 2203 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Daily sync. To see all 18 open jobs at PitchBook, click here.
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