Senior Manager, Technical Support

About the Neo4j Customer Support Department:

Neo4j Customer Support is an integral to customer success, and a key foundation for the long-term success and satisfaction of our growing customer base. Neo4j Customer Support works on deeply understanding our customers' environments, questions, and issues to ensure they get the most out of their investment in Neo4j. 

The Role:

The Customer Support Sr. Manager is an operational thought leader as well as a people manager who will help our growing organization reach the next level. The Sr. Manager functions at a strategic and operational level to ensure all aspects that impact Service Delivery are managed appropriately. Examples include but are not limited to process development and adherence, voice of the customer programs, digital transformation, tool creation and optimization, operational efficiency, and team performance oversight.

Responsibilities:

The Customer Support Sr. Manager will effectively manage organizational change in the workplace and understand how change affects employees. She/he facilitates improved communication and collaboration across the organization, maintains a results focused approach for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement while setting and maintaining high performance standards for self and others that support the organization’s strategic plan.

• Ensure that Neo4j Customer Support continues to meet and exceed the challenges and demands of our customers, by managing global support coverage, weekend/holiday on-call schedules, escalation policies, and other similar programs.
• Manage all customer channels and related processes / procedures to ensure a rich and consistent experience for our customers, and efficient workflow for the support team.
• Monitor, report on and action weekly, quarterly and yearly support metrics within Neo4j, and as appropriate with specific customers based on contractual obligations.
• Ensure Neo4j Customer Support is in compliance with customers and regional security policies and regulations, and update/implement policies to meet such needs.
• Collect, analyze and report on DBaaS Support KPIs, maintaining high levels of customer satisfaction
• Drive operational improvements by collecting and analyzing both metrics and customer feedback on a continual basis
• Represent Neo4j Customer Support to customers, prospects, partners, and the Neo4j Community.

Ideally, you should have:

• Bachelor’s degree in Business or Technology, or higher or equivalent combination of education and experience and training. Master's degree preferred
• Strong project management skills with the ability to tap into cross-functional support seamlessly
• 7+ years of experience in a Technical Support or Support Operations leadership role
• Collaborates effectively within Customer Success, Product Management, Product Engineering, and other Neo4j teams to understand and resolve issues impacting customer time to value
• 5+ years of experience with design and implementation of onboarding and continual skill development for technical support
• Certification in Agile, ITSM , Lean or Six Sigma preferred
• Leadership work experience that highlights an extensive history working to build, maintain, streamline, and improve processes, procedures, policies, tools, product offerings, and the overall customer experience.
• Demonstrated work experience highlighting effective communication, collaboration and negotiation skills with all levels internal and external stakeholders
• Requires occasional travel, up to 25% expected 
• Working cross-functionally to define and drive program(s) based on analytics to address customer needs.
• Ultimately excited to look at metrics of success to anchor your work, and willingness to learn and change based on results. Openness to trying new ideas, push agencies to help ideate, and bring the internal and external contributors along with you.