Senior Manager, Technical Customer Support at Brandfolder (Greater Denver Area)

| Greater Denver Area
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Company Description

Brandfolder is on a mission to make managing your digital assets a seamless process.  We aim to deliver the world’s most powerfully simple platform for storing, sharing and showcasing assets. The people at Brandfolder drive our success, and we need people who push the boundaries and will push us forward.  That is where YOU come in.

Our company culture is driven by a customer-first mindset, fosters employee growth and development, and promotes building connections amongst teams.  How do we do this? By building a world-class product and creating an environment that values autonomy, flexibility and the opportunity for employees to be themselves.

Do you want a role where your contributions directly affect the success of the company? Do you want to take the next step to a place that will push you to grow in your career? If so, we’d love to have you aboard. We have a team of curious, eager, and humble individuals who rally together both within and outside the confines of the office and aim to expand and evolve.

Position Description

Brandfolder is seeking a Senior Manager, Technical Customer Support who has a passion for delivering a superior customer experience that continues to differentiate Brandfolder from its competitors. You have a customer-centric and employee-focused personality. You are a self-motivated leader with a passion for the career development of individuals and excellent customer service.

You will initially report to the Head of Customer Experience, Brandfolder product in Denver, CO

YOU WILL:

Supervisory Responsibilities

  • Lead a Customer Support team to provide Enterprise level, post-sales technical support that meets or exceeds all service level agreements with a focus on customer experience
  • Train, develop, and mentor staff, cultivating the skill sets and competencies of team members to achieve targets for sustainable growth.
  • Oversee the daily workflow of the team, which includes front line support reps, instructional designers, and technical roles.
  • Provide constructive and timely performance evaluations
  • Responsible for the ongoing planning of team growth
  • Achieve team goals by maximizing the success of the team members through motivating, rewarding, and coaching

Other Duties & Responsibilities

  • Provide exceptional direct support to global Brandfolder customers, deliver on key business outcomes, and ensure employee wellbeing within the Support group.
  • Work in partnership with the Brandfolder Customer Experience team and the Smartsheet support team to develop metrics and track achievement of goals, delivering on a global roadmap rooted in Service level agreements and performance measurement
  • Drive case management processes and automation for tiered support in case management system and across the organization
  • Promote change through continuous improvement initiatives and operational excellence, including driving traffic to self-help tools
  • Identify and assist in the resolution of high-priority issues and complex technical issues, including Support Consult and customer escalations
  • Facilitate changes around new processes and technology by adhering to change management principles in a continually evolving environment.
  • Ensure the ongoing smooth operation of the day-to-day agent-based interactions.
  • Analyze results via regular reporting metrics and use these metrics to drive support members, process improvements, and goal attainment across the team
  • Define and develop process and procedures that drive efficiency and consistency in support
  • Manage and address client escalations with a "call first" mentality, someone not afraid to pick up the phone to resolve issues quickly
  • Identify, meet and exceed team and individual metrics that contribute to Brandfolder and executive management objectives
  •  

YOU HAVE:

Management Skills:

  • 5+ years of technical support operations (or similar) in SaaS / Technology industries.
  • 3+ years of direct management experience for team of in-office and remote employees that includes individual contributors, managers, and technical roles in B2B SaaS business
  • Strong ability to analyze complex data, provide actionable insights, and run projects to improve business outcomes.
  • A passion for helping others and solving complex problems in creative ways, managing multiple priorities and initiatives from concept to deployment
  • Experience using Excel, flow diagramming software, B2B ticketing systems, and presentation software

Technical Skills:

  • API configuration and manipulation
  • Front end languages: HTML, CSS, jQuery
  • SQL - Ability to query a database and create basic reports of customer data
  • Data manipulation - ability to transform data in CSV and spreadsheets
Perks & Benefits
  • Medical and dental insurance, 100% paid by Brandfolder
  • Equity - Restricted Stock Units (RSUs) Equity with all offers
  • Lucrative Employee Stock Purchase Program (15% discount)
  • 401k Match (50% up to 6%) to help you save for your future
  • Generous paid time off
  • Parental leave policy
  • Opportunities for professional growth and development
  • Iconic office location in RiNo, bike and light rail friendly

As required by the Colorado Equal Pay Transparency Act, Smartsheet (Brandfolder) provides a reasonable range of compensation for roles that may be hired in Colorado. Actual compensation is determined by several factors including, but not limited to, level of professional and educational experience, and specific office location. For the state of Colorado, the range of starting pay for this position is $122,360 - $151,800.


Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us! 


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • PostgreSQLDatabases
    • BigQueryDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • InDesignDesign
    • AsanaManagement
    • TrelloManagement
    • SalesforceCRM
    • MarketoLead Gen

An Insider's view of Brandfolder

What’s the vibe like in the office?

The vibe at Brandfolder is unique. With the casual environment the atmosphere is relaxed, but don’t let that fool you. Brandfolder folks work hard and are passionate about the company and seeing it grow. With an awesome office located in the heart of RiNo, city and mountain views surrounding, Brandfolder is a phenomenal place to come to work!

Caitlin

Account Executive

What projects are you most excited about?

The constant adventure we are on in regards to customer data. Of course exposing data to the end user is always helpful but how you present that in a super meaningful way is another. The DAM (digital asset management) world is constantly growing and the platform is defined in a large part by how customers are shaping the need.

Chelsea

Technical CX Manager

How does the company support your career growth?

At Brandfolder I’ve always felt that my career growth has been of substantial importance to the company. Being my first position out of college, I’ve had a lot to prove. I may be young but I’ve never felt that as a limitation here at Brandfolder. I’ve always been supported and encouraged to reach for what’s next.

James

Customer Success Manager

How do you empower your team to be more creative?

We believe in creating highly collaborative and empowered environment. Allowing team members to be involved in everything from product requirements, user experience, and technical decisions allows us to create great features for our clients. This enables each of our team members unique backgrounds to contribute to the overall design.

Jim

Head of Product

What are some things you learned at the company?

The importance of defining and executing on a feature's MVP (Minimal Viable Product)! We produce quality features efficiently because we don't waste time coding unnecessary pieces and we iterate quickly. With the completed MVP, I can work with the product and design crews to iterate and converge on the best, best, beautiful, final feature.

Anders

Front End Engineer

What are Brandfolder Perks + Benefits

Culture
Volunteer in local community
Quarterly team-driven volunteer activities
Friends outside of work
Eat lunch together
Intracompany committees
Join any of our many employee led committees including Party Planning, New Employee Welcome, Recognition, & Community Service
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Brandfolder hosts company outings Monthly.
Stocked Kitchen
Happy Hours
Pet Friendly
Super dog friendly office
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program

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