Join a Growing Technology Team and an Awesome Customer Community!
Do you...
- Love leading a team dynamic technical customer support professionals?
- See your own success as a reflection of the achievements of those around you?
- Feel a sense of pride when your customers are successful using your software?
- Enjoy simplifying complex concepts?
- Love being hands-on with software, even if you're not programming it?
- Excel at planning your day, tracking your work, and delivering on your promises?
If you are motivated by managing a diverse team, delighting customers and making a difference, we want to talk to you!
About the Role
This is a position for a technically savvy people manager. Your job will be to manage our Customer Support Team for LearningBuilder, our industry-leading credentialing management platform. You will lead a team of Customer Support Analysts, Specialists, Leads, and Consultants. Customer Support for LearningBuilder involves highly complex but non-programming technical intervention. Our team is comprised of smart, creative people tasked with managing a diverse range of requests.
The role is one of a "player coach." You will primarily work through the team, but you will become an expert in our LearningBuilder platform. You won't shy away from getting elbow-deep in the details so you develop a clear understanding of what needs to happen for any given situation. You will need to navigate complex conversations that involve the LearningBuilder rules engine and third party APIs. Your leadership will align team capabilities with the demands at hand. You will ensure your team has the knowledge, skills, and approach to succeed in their work. You will model analytical skills, critical thinking, and written communications to achieve optimal productivity and delight customers.
Your role will include the following responsibilities:
- Process management
- Team management
- Client management
Process Management
- Oversee the customer support ticketing process to ensure cases align to team competency and priority.
- Monitor the customer support queue for in-flight cases that require additional attention.
- Analyze team performance (KPIs) to identify areas of improvement and process efficiency.
- Optimize support processes to improve quality, efficiency, and customer experience using case management tools, refining processes, and providing oversight.
- Foster effective communication and teamwork with cross-functional teams, promoting accountability in a distributed management structure.
Team Management
- Develop team capacity through the professional development of each team member.
- Build team cohesion and team engagement to align with company values.
- Oversee team competency through training on product features and best practices.
- Become expert in the LearningBuilder product and processes so that you may serve as a source of technical escalation.
- Coach team on time management, focus, and communications.
- Provide mentoring, guidance and support for team members to progress in their professional journey.
- Welcome team members through a structured orientation and training process.
- Grow the team as a hiring manager to screen and evaluate candidates.
Client Management:
- Build and nurture relationships with key decision makers at client organizations.
- Focus on the client's perspective when interacting with internal and external stakeholders.
- Engage daily with customers at the executive level on key escalations and top issues.
- Serve as a point of escalation for support issues affecting the entire customer population.
- Monitor billing cadence to ensure we bill timely and in alignment with customer expectations.
- Consistently exceed service level agreements, going above and beyond to guarantee client satisfaction throughout the support process.
About Heuristic Solutions
We are a fast-growing technology firm based in Arlington, VA. We implement and support LearningBuilder, the industry-leading credentialing management system. LearningBuilder is a low-code, highly configurable system that allows us to implement complex program rules without custom programming. We have grown by delivering an exceptional experience during the implementation process and by treating our customers well post launch.
Heuristic Solutions was founded in 1996. We align to the following Core Values:
- We are pioneers as we search for new and innovative ways to solve problems;
- We act intentionally to deliver predictable success;
- We achieve excellence as a team.
- We show Caring to each other.
LearningBuilder is our state of the art credentialing management platform that is used by certification, accreditation, and licensing organizations. Over 1,000,000 licensed and credentialed practitioners use LearningBuilder to manage their credentials. It is a remarkable product supported by a remarkable team.
Come join us!
Requirements
The ideal senior candidate for the Manager, Customer Success position will have:
- 7+ years as a people manager, with a proven track record of enhancing team performance and productivity through targeted skill development, and coaching.
- 10+ years of customer support and/or customer service experience with a significant focus on team leadership and development that includes:
- Proficient knowledge of Support Management best practices.
- Effective handling of customer escalations.
- Knowledge of software development cycles, agile project management and software implementations/deployments.
- Experience with software implementations. Previous experience as consultant in the enterprise software space is especially welcome.
- Experience with highly configurable systems such as Epic and Pegasystems is a bonus.
- Experience as a technical support professional, troubleshooting software implementation issues.
- Experience managing a hybrid workforce.
- Proficiency in Jira Service Management and other common support automation tools.
- Superior communication skills (verbal, written, presentation).
- Time management skills to effectively to prioritize workload, both cases in a ticketing system and other, non-ticket tasks.
- Exceptional skills in critical thinking and creative problem solving.
- Be willing to work at our Rosslyn, VA headquarters.
Please note:
- We are only hiring in the Washington Metropolitan area. .
- Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa or work authorization at this time.
Join our team and leverage your skills and experience to make a significant impact in the success of our clients and our organization!
Benefits
Health, Dental and Vision Insurance, Telecommute stipend (Parking or Metro), 401K Contribution, office dog.
Annual Compensation: $118,000 - $125,000
