Product Support Manager

We are looking for a seasoned and innovative Support Manager to lead and champion our Product Support team. In this role, you will play a critical part in continuing to grow our Product Support group, empowering customers, and driving platform retention and adoption. In collaboration with various teams such as Customer Success, Relationship Management, Product, and Engineering, your focus will be to understand the needs of both our clients and team members, and build out scalable support solutions. This role is a great opportunity for someone who is a proactive leader with an analytical mindset who enjoys the ever-evolving world of SaaS.

Core Responsibilities:

• Support and continually grow our existing group of world-class Support Analysts, create best-in-class processes, and ensure our clients are receiving top quality support in a timely manner
• Develop and implement processes to troubleshoot client issues, provision accounts, and monitor service level agreements
• Collaborate with Customer Success and Relationship Management to resolve customer issues to ensure customer happiness, retention, and adoption
• Analyze and present customer support metrics, such as support response time and customer satisfaction ratings, in order to improve the client experience and facilitate a scalable support structure
• Provide support to clients by handling escalated inquiries, troubleshooting product-related issues, and advise on best practices
• Identify and proactively manage risk areas, scope, and customer expectations that could impact success
• Partner with Engineering and Product teams as needed to troubleshoot issues, bugs, or provide customer feature request feedback  

Requirements:

• Preferred 5+ years of Support leadership experience in the technology industry or a B2B SaaS environment
• You have built or grown similar Support groups as sole leader of the team
• You are a dedicated leader and invest in the growth and development of others and their work
• You are a skillful communicator, and recognize the opportunity for every interaction to be an opportunity for mutually beneficial growth
• You have excellent organizational skills with the ability to prioritize, manage, multi-task, and execute projects cross-functionally
• You can reduce a complex topic to a few simple steps and appreciate seeing customers become more successful because of your help and teaching
• You are quick to learn new technologies and are excited to share your passion for technology and software with others
• You always have the customer’s needs in mind and help us find ways of making our processes more user friendly
• You have experience with and expertise in key softwares utilized by LogicGate’s Support Organization including: Jira, Zendesk, Pendo, Salesforce

For applicants in California, Connecticut, Colorado, Maryland, Nevada, New York, New Jersey, Ohio, Rhode Island, and Washington the base salary range is $85,000-$108,000 per year + variable + equity + benefits. Actual salaries may vary and will be based on factors, such as candidate's qualifications, skills, competencies and proficiency for the role. Internal candidates who have current pay within or above the hiring range are still encouraged to apply if interested.

Total Rewards

Our Total Rewards Package is designed to support you both at work and outside of it. In addition to offering competitive salary, variable compensation (bonus), equity and health and wellness benefits, we are proud to offer generous PTO, 12 Annual Company Holidays, Summer and Winter Fridays, and Health Days, allowing you time to recharge and relax. We are focused on and invested in career development and learning opportunities including access to LinkedIn Learning, regular People Leader training, our internal Mentorship Program, and and annual Continued Education stipend ($1,000 per year per person).