Enterprise Support Manager - Remote
What to expect
As an Enterprise Support Manager at Finazon, you will play a pivotal role in ensuring our enterprise customers receive unparalleled support and service.
In this role, you will lead a team of dedicated support engineers, focusing on building relationships with key accounts and driving customer success. The ideal candidate has a strong technical background, excellent leadership skills, and a passion for customer satisfaction.
What you’ll do
- Manage and lead a team of support engineers, providing coaching, mentorship, and performance evaluations.
- Oversee the support and service provided to our enterprise customers, ensuring the highest level of customer satisfaction and retention.
- Develop and maintain strong relationships with key accounts, acting as the primary point of contact for escalated issues and complex support cases.
- Collaborate with the sales and engineering teams to develop customized support solutions for our enterprise customers.
- Monitor and analyze support metrics, identifying trends and opportunities for improvement, and implementing changes to enhance our support processes.
- Maintain a deep understanding of our product offerings and technology stack, enabling you to provide expert guidance and support to your team and customers.
- Develop and implement best practices for customer support, including the creation of documentation, training materials, and customer onboarding processes.
What you’ll bring
- Prior experience in a leadership role (5+ years), managing a technical support team in a SaaS or tech company.
- A strong technical background with the ability to understand and troubleshoot complex software and system issues.
- Excellent communication skills, both written and verbal, with the ability to convey technical information to a diverse audience.
- Proven ability to build and maintain strong relationships with enterprise customers, ensuring their ongoing success and satisfaction.
- Strong analytical skills, with the ability to identify trends and opportunities for improvement in support processes and metrics.
- A customer-centric mindset, with a passion for delivering exceptional service and support.
Finazon is a financial data marketplace for users of all sizes. From the most ambitious people looking for easy-to-start exotic data to the world's largest enterprises that seek reliability, diversity, and tailored data solutions. Our mission is to create one marketplace for all world financial data, and we are having astonishing adventures along the way. Meaning you have a lifetime opportunity to make financial data truly reachable by everyone while doing the most significant work of your career.
We are an equal opportunity employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
Privacy is a top priority for Finazon, and we build it into our products and view it as an essential part of our business. All your information will be kept confidential according to EEO guidelines.