Enterprise Support Manager

| Peninsula
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Skydio is the leading US drone manufacturer and world leader in autonomous flight, the key technology for the future of drones and aerial transportation. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, and operational excellence to empower a broader, more diverse audience of drone users - from action sports enthusiasts to first responders.

About the team: 

Our Enterprise support team provides best-in-class service and support to our growing Federal, State/Local & Educational customer base and channel partners while exceeding our service level agreements. We’re highly focused on customer retention and loyalty, and we work hard to build systems and structures to reduce costs related to process inefficiencies.

About the role: 

We’re looking for a motivational and customer-obsessed leader passionate about team-building and using actionable data to optimize our “white glove” enterprise support experience. Reporting to the Director of Support, this role will be tightly aligned to Skydio’s highest-priority business deliverables, emphasizing the measurement of your team’s performance and creating efficient processes to help set them up for success. 

You will drive team alignment to our growing sales verticals, utilizing our team’s senior expertise to excel at every support interaction with our high-touch enterprise relationships. You are responsible for building a team culture that will surprise and delight our enterprise customers at every turn, and you are a leader who will take full accountability when managing those customers’ high expectations.

How you’ll make an impact:

  • As our enterprise customer base expands, you will bake operational support and SLAs into everything we do. As an enterprise support manager, your goal is to reduce customer friction points and increase your team’s response metrics significantly. 
  • You will use the exception reporting from our enterprise customer contacts to identify areas of improvement across the entire post-sales customer journey and help us drive down overall ticket volume. 
  • At the individual and team level, you will define and measure key performance metrics, identifying strategic initiatives to improve our relationships with customers and drive towards industry-leading customer satisfaction and retention metrics.
  • You will know all Skydio offerings and the product roadmap inside and out. You will work cross-functionally to proactively set your team up for success utilizing advanced deeper dives and technical enablements.
  • You will provide a productive and motivating working environment for your team, keeping them accountable and removing any roadblocks.
  • You will take responsible ownership of sensitive escalations from customers or clients using top-tier mediation skills and meaningful reporting to stakeholders at Skydio.
  • Build and deploy support processes and tools that enhance and automate the customer experience, maximizing internal efficiency and “surprising and delighting” our customers at every support touchpoint.
  • You will develop and deploy plans to remotely manage a globally distributed workforce across multiple time zones, aligning our coverage and availability to our customer and business priorities.

What would make you a good fit: 

  • A self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and the ability to manage your time effectively.
  • A calm and unflappable leader under pressure with a strong motivation to set and meet clear team objectives.
  • Willing to work a flexible schedule (weekend and/or evening hours potentially required).
  • Experience supporting Consumer, Enterprise, Channel, and Federal Government Customers.
  • Experience supporting hardware and software products. Experience with UAS/UAV and/or SaaS is a plus.
  • You have 3-5 years of experience with management practices and techniques.
  • You have experience working cross-functionally across technical, ops, product, and go-to-market teams.
  • You have experience working with Zendesk customer service software (Zendesk Agent or Admin certification and a basic understanding of Zendesk reporting and analytics is a plus).
  • You have experience with Atlassian Jira, Netsuite, and Salesforce (Salesforce Service Cloud certification or training a plus).
  • Experience with standard dashboarding and reporting tools like G Suite and Tableau is a plus

#LI-TN1


At Skydio we believe that diversity drives innovation. We have created a multi-disciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.  
As such, we do not make hiring or other employment-related decisions on the basis of an applicant or employee’s race, color, ethnicity, national origin, citizenship, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), pregnancy, gender, gender identity or expression, age, religion, disability status, sexual orientation, marital status, medical condition, generic information or characteristics, veteran, military or family status, or other classifications protected by applicable federal, state or local anti-discrimination laws.

For positions located in the United States of America, our company Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/

More Information on Skydio
Skydio operates in the Artificial Intelligence industry. The company is located in Redwood City, CA. Skydio was founded in 2014. It has 250 total employees. It offers perks and benefits such as Friends outside of work, Eat lunch together, Open door policy, Team based strategic planning, Group brainstorming sessions and Open office floor plan. To see all 24 open jobs at Skydio, click here.
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