Senior Manager, Customer Support

November 6

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Clariti

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Government • Enterprise • Software

Clariti is a provider of community development solutions, offering permitting software tailored to governments of all sizes. Their range of products includes solutions for large governments with complex requirements as well as smaller municipalities in need of quick and easy-to-manage systems. Clariti's products are designed with flexibility, allowing users to customize and adjust without deep IT knowledge. They emphasize functionality and support, ensuring that local governments can efficiently serve their communities. Clariti's clientele includes leading governments across North America, demonstrating their capability to deliver robust and reliable permitting systems.

51 - 200 employees

🏛️ Government

🏢 Enterprise

📋 Description

• Lead and manage a team of customer support analysts, ensuring they are motivated, trained, and equipped to provide high-quality support to customers. • Oversee day-to-day technical support operations, including ticket management, escalations, and resolution processes. • Monitor KPIs to measure team performance and individual productivity. Use data-driven insights to identify areas for improvement and implement corrective actions. • Maintain a customer-centric approach by ensuring timely and effective responses to customer inquiries and issues. Strive to exceed customer expectations and foster positive relationships. • Drive the adoption and continuous improvement of KCS practices within the support team. Facilitate the creation, validation, and maintenance of knowledge base articles to enable self-service and improve first contact resolution rates. • Work closely with cross-functional teams, including product, development, account management, and partnerships, to advocate for customer needs and contribute to product improvements. • Provide coaching, mentoring, and training to support engineers on technical skills, customer service best practices, and KCS methodologies. • Conduct regular reviews and audits of support interactions to ensure adherence to quality standards and consistency in service delivery. • Prepare and present regular reports on support team performance, customer feedback, and operational metrics to senior management. • Lead the resolution of critical, time-sensitive production outages, ensuring rapid incident closure while reinforcing customer trust through a world-class support experience. • Oversee comprehensive post-incident reviews and drive continuous improvement initiatives across the Customer Support organization to minimize recurrence and enhance service reliability. • Partner with teams across Sales, Professional Services, Customer Success, and other customer-facing functions to address blockers affecting product adoption and account expansion. • Collaborate with both technical and non-technical stakeholders to prevent potential escalations by ensuring timely alignment of the appropriate resources to customer-impacting activities. • Work closely with product management and engineering teams to escalate and resolve product issues, advocate for customer-driven feature requests, and accelerate defect remediation as needed. • Champion a seamless, unified incident response experience by aligning efforts across functions, ensuring customers perceive Clariti as a cohesive and integrated team

🎯 Requirements

• At least five (5) years experience in a highly technical, post-sale leadership role at a software company in either a Customer Support or Technical support overseeing medium-sized teams over a period of high-growth and/or leading through change management • At least (3) years of experience in an Incident Response leadership role • Strong technical background with an understanding of software applications, IT infrastructure, and troubleshooting methodologies, including experience using Salesforce technology • In-depth knowledge and practical experience implementing KCS (Knowledge-centred Service) principles and methodologies • Experience with implementing whole-company high-severity issue de-escalation patterns that maximize customer experience and company efficiency • Ability to support virtual and on-site meetings with customers, and present to technical and non-technical stakeholders, cross-functional teams, and customers at various levels • Experience in building, leading, and developing high-performing technical customer support teams • Prior experience managing people across multiple lines of business with a focus on career development in a high-growth, rapidly changing corporate environment • Demonstrated commitment to delivering exceptional customer service and improving customer satisfaction metrics • Experience managing escalations at scale (multiple escalations per week spanning global resources), as well as managing cross-functional response (sales, customer success, support, professional services, engineering, product management) • Born-in-the-cloud XaaS experience; IaaS or PaaS • Ability to analyze data, identify trends, and make data-driven decisions to optimize support operations including producing management dashboards and scorecards

🏖️ Benefits

• Competitive compensation packages • Well deserved time off • Benefits to keep you and your family healthy