Operations Manager, 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 and Support 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 Support team. We believe in doing whatever it takes to make our customers successful, and the Customer Success team drives that success every day.
The Operations Manager of Customer Support drives projects to generate growth, streamline workflows, improve systems, and continuously improve the efficiency of PitchBook’s Customer Support Team. The Operations Manager supports a large, diverse team across various functions. They work alongside Customer Success leadership to project manage critical initiatives and are responsible for managing timelines, documenting system requirements, delivering trainings, managing stakeholders, and more.
Primary Job Responsibilities:

  • Collaborate regularly with Customer Success and Support Leaders to understand how system changes and updates impact workflows across teams
  • Coordinate with stakeholders across Product, Marketing and Sales to ensure appropriate project scope and on-time delivery
  • Identify and make recommendations on areas of opportunity for Customer Success and Support improvements to drive department efficiency, regularly reviewing existing processes to find opportunity areas
  • Maintain privacy regarding system updates including when systems will be implemented, changed, or cut
  • Execute on system improvement projects to help prioritize workflow for Customer Success and Support Leaders
  • Partner with the PBLearning team to create and implement necessary trainings for updated systems and processes
  • 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:

  • Bachelor’s degree or equivalent work experience
  • 4+ years of experience in account management or sales experience
  • Process-oriented with a dedication to continuous system improvement
  • Ability to operate with a strong sense of urgency and deliver results
  • Experience evaluating and providing recommendations to improve workflows and business systems
  • Self-starter, motivated, persistent, goal-oriented attitude and can work effectively as part of a team
  • Ability to operate with a strong sense of urgency and deliver results
  • Highly curious with a positive attitude
  • Superior organization; able to effectively prioritize and navigate a large team of stakeholders
  • Ability to build trust with a diverse group of employees and stakeholders
  • Interest in financial markets or services, particularly private equity and venture capital preferred
  • Exemplary verbal and written communication skills
  • Knowledge of the MS Office suite including Outlook, Word and Excel

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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An Insider's view of PitchBook

What are some social events your company does?

I love that PitchBook makes a constant effort to put on fun creative events that keep us connected (even during covid!). In office, we have annual company events like the Mariners game, Ping Pong Tournament, and Wine + Chocolate Tasting where I was always able to meet folks from different departments with who I would never normally cross paths with

Jessie

Business Development Associate

What does your typical day look like?

UX Designers at PitchBook actively work on one main project at a time, but could be supporting multiple projects in development. I usually spend some time each day answering any questions that our development team has on in-flight projects and iterating designs if necessary. Every day is different as I’m constantly solving new problems.

Nitaya

User Experience Designer

How does the company support your career growth?

PitchBook made it a priority to support my growth by understanding my aspirations and aligning a plan to get me there. My vision was to be in a leadership position and PitchBook motivated me to achieve this by providing me with tremendous resources, guidance, and opportunities to push myself and succeed.

Nitin

SR. Research Associate

How do your team's ideas influence the company's direction?

One of PitchBook’s core values is to embrace and drive change, which in turn promotes a scrappy, entrepreneurial working style and allows individual contributions to influence the direction of the company. We see examples of this every day from launching a weekend version of our newsletter to optimizing customer onboarding processes.

Amy

VP of People

How do you collaborate with other teams in the company?

I work on the accounts receivable team at PitchBook, which involves extensive collaboration with other teams to obtain and update client billing information, reconcile expenses and complete compliance forms. My role requires me to work closest with customer success and outside sales to improve processes for invoicing and error prevention.

Lewis

Accounts Receivable Specialist

What are PitchBook Perks + Benefits

PitchBook Benefits Overview

Health and wellness: We offer health and life insurance, generous time off and paid parental leave, retirement plans with a substantial company contribution, transportation assistance and more.

Career development: We offer VC, PE and M&A industry training, tuition reimbursement programs, annual education stipend, and more.

Good vibes: We offer an open work environment, team-building and company-wide events, sponsored volunteer opportunities, referral bonuses and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
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
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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