We’re looking for a Sr. Manager, Premier Support, to lead Procore’s Premier Support team as we deliver industry-leading customer support through high levels of technical aptitude, strong relationships with internal teams, and an incredible product. You will interact with clients through feedback-gathering sessions, business reviews, and client escalations when necessary. As the senior leader representing the Premier Support program, you will take a leading role in driving KPI refinement, process improvement, and team mentorship.
As a successful Sr. Manager of Premier Support, you will have top-notch communication skills adapted to a wide range of audiences. You will have a proven track record of collaborating with diverse stakeholders to drive results for our customers and a strategic vision for continuously improving the Premier Support offering.
This position reports to the Director of Customer Support and will be a Remote position. We’re looking for someone to join us immediately.
What you’ll do:
Manage, motivate, and develop a team of Premier Support Technicians.
Deliver a legendary support experience to Procore’s Premier Support customers by driving a high CSAT and quick resolution rates
Partner with Sales and Customer Success to review customer pipeline, identify potential customer candidates for Premier Support, and assist in customer conversations
Proactively drive and implement process & systems improvements to increase team efficiency and improve customer outcomes
Participate in developing the Premier Support offering over time to increase the value added to our customer base and drive adoption
Own the success of our account portfolio by partnering with internal teams (Customer success, sales, product, engineering, etc.) to remove product barriers and further expand their Procore usage
Take a leading role in driving high-priority escalations for our top customer base
Closely collaborate with the Global Support teams and their leadership to provide exemplary customer and employee experience
Establish strong working relationships with customer-facing teams and leadership (Sales, CSMs, Professional services, etc.)
Foster a great workplace where teams love to come to work and have the tools, information, and resources to deliver a great client experience on every customer interaction
What we’re looking for:
Basic
5+ years of Customer Support, Technical Support, or Customer Success management experience for a SaaS-based organization
Experience in delivering and leading a premium support offering or extensive experience in supporting Enterprise level customers
Expertise in customer experience with a proven record of developing customer-facing strategies to drive customer satisfaction, retention, and growth
Experience in building out and driving effective KPIs for a high customer-impact team
Resourceful. Comfortable in going over, under, around, and through obstacles to achieve success
A customer-first mentality, the ability to appropriately prioritize and raise customer issues
Proficiency in business process innovation and improvement
Established history of optimally leading critical issues and escalations through resolution at both the business owners and executive levels
Ability to champion change and navigate ambiguity through dedication with an action-oriented approach
Experience in successfully building and leading diverse teams
Preferred
Technical aptitude, with experience in driving effective collaboration with Engineering & Product organizations to address critical customer needs
Experience in building and rolling out a Premier Support offering or expanding and improving an existing one
Proven ability to influence and drive results across department lines without formal authority
Experience in effectively managing a remote workforce and on-call duties.
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