Manager, Customer Support Strategy & Operations – REMOTE

Motion Recruitment
  • Post Date: January 14, 2025
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Job Overview

logoOur client, a leader in the SaaS Identity space, has an outstanding contract Customer Support Strategy & Operations, Manager opportunity to join their dynamic team. This is a fully remote role.
As part of the Global Programs team you will be responsible for our global virtual event strategy and deployment. Your role is to drive consistent, cohesive storytelling in-market through live & on-demand webinars, workshops and demos. You’ll work closely with Regional Marketing to help them meet their demand gen goals; with Digital and MOPs to activate your virtual events; and with Campaigns, Partner Marketing and Customer Marketing to curate compelling content. This is a key strategic role aligned with demand generation with the goal of winning new business and building trusted customer relationships.
Contract Duration: 6-Months
Required Skills & ExperienceExcellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.Experience with Jira, Asana, Confluence, Zapier, PagerDuty, Tableau, or similar tools.An understanding of relational databases (MySQL, SQLite, PostgreSQL, SOQL).Familiarity with scripting languages (Python, Javascript, etc.) is a plus.Demonstrated project management skills with the ability to prioritize and manage multiple initiatives simultaneously.Strategic mindset with a passion for delivering exceptional customer experiences.Adaptability and resilience in a fast-paced and evolving environment.Bachelor’s degree in Business Administration or Information Technology or equivalent experience.Proven track record (5+ years) in customer support operations or a similar role, with a focus on strategy development, process optimization, and team leadership.3+ years of experience with Salesforce Service Cloud.
What You Will Be DoingDaily ResponsibilitiesOwn global roadmap, strategy and deployment for live and on-demand webinars and virtual eventsWork with Global Campaigns to build full-funnel webinar calendar that includes industry experts, customers and client partnersOptimize promotion and follow-up strategy across our marketing channels; paid, organic, email, sales outreach and socialScale the webinar channel through on-demand; including the ownership and maintenance of the global webinar hubEstablish regular feedback loop with partner marketing, field marketing, digital, analytics and various cross-functional stakeholders to help inform global event strategyMaintain detailed and transparent reporting on all the ideal candidate must be comfortable working with both highly technical and non-technical disciplines to ensure that program inputs and requirements are transformed into appropriate outputs and results. They should be able to identify, manage, and mitigate risks, and create repeatable processes allowing scale and leverage. This person must also have knowledge of Support and Services business processes and a desire to help build the infrastructure to enable an Enterprise Class service and support organization. We are looking for people who thrive in a fast paced, dynamic environment and can take something from idea to execution with ease.As a member of the systems team within Customer Support Operations, you’ll be helping to maintain and scale our support systems. You’ll work cross-functionally with Support, Business Technology, and other teams at our client to help them in making informed decisions.You’ll be involved from project inception to design through to project delivery, ensuring that the business requirements are clearly documented and implemented delivering high-quality and relevant customer experiences.Analyze our existing business systems in order to create clear and concise technical documentation.Learn the Support business processes and how all of our systems interact in order to build out a visualization.Act as a subject-matter expert and provide answers, guidance, and help to the Support Ops – systems teamProvide support with user acceptance testing (UAT) as projects get close to completion.Help to communicate systems changes to Support and be a central point of contact for questions.Manage production support systems issues, troubleshooting, and ensure business continuity. of lead acquisition activities including conversion, opportunity creation, etc.

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