Senior Manager of Customer Experience

Full Time
United States
Posted 1 month ago

The Senior Manager of Customer Experience is responsible for maintaining great relationships with our customers starting the moment they interact with Sakari.  You will be responsible for leading a remotely based Customer Experience team that is distributed across multiple time zones and across multiple levels (Support Analysts, Support Engineers and Success Managers). You will own all hiring, training, measuring, and improvements.

Sakari is a data-driven company, with a focus on continuous improvement.  We are looking for a leader that is extremely comfortable with data and can use it to drive business decisions to lead change to internal processes and tools to improve our customer’s experience. You should have extensive knowledge and command of our software and ensure that project/department milestones/goals are met.

You must be comfortable working remotely and leading a remote team distributed across multiple locations and time zones.

What you’ll do:

  • Hire, train and lead the remotely based Customer Experience team.
  • Clearly and effectively translate Sakari leadership vision and strategy to support processes that deliver a world-class customer experience.
  • Use data to drive business decisions. 
  • Research and implement the use of current technologies, strategies, and practices to make the customer support process more effective while enhancing the customer experience.
  • Establish and maintain quality and efficiency metrics.
  • Develop and maintain employee schedules to ensure it is properly resourced within the established business constraints.
  • Manage the creation and updates of Knowledge Base resources for internal and external stakeholders
  • Coordinate with other Sakari leaders to effectively share staff cross-functionally. This will include direct support responsibility along with training and other project activities.
  • Develop and execute training plans for all support staff.
  • Administer organizational development and HR processes for all direct reports.
  • Provide consistent, reliable, and accurate in-depth support for internal and external customers via email, phone and website chat.
  • Host and/or lead discussions with our customers

What you’ll bring:

  • Previous people management experience with a remote workforce.
  • Enthusiastic approach to problem-solving and continuous improvement.
  • Comfortable with data management.
  • Experience with Software as a Service (SaaS) preferred.
  • Strong aptitude with MS Office suite – Word, Excel, etc.
  • Excellent communication skills, fluent in English (written and spoken).
  • Ability to troubleshoot basic and routine customer issues.
  • Ticketing systems experience such as Zendesk, JIRA or a bug tracking system.

Life at Sakari:

  • Schedule. Monday-Friday schedule
  • Remote work. We have a San Francisco office but understand that remote work is the new normal.  This role can be based out of San Francisco, or in a United States remote location.    
  • Casual work environment.
  • Team trips.  We book at least one all-expenses-paid team trip per year.
  • Training. Unlimited Udemy training courses.
  • Bonuses. Potential bonuses based on performance.
  • Retirement. 401(k) with 6% company match with no vesting period.
  • New Hire Hardware Allowance. $500 new hire hardware bonus.
  • Health Insurance. Comprehensive health benefits (medical, dental, vision, FSA) at a Gold level of coverage, and Sakari pays for 99% of the policy premium for employees.
  • Life Insurance. $50,000 of company paid life insurance.
  • Holidays. Nine paid holidays.
  • Vacation Pay. 3 weeks of paid time off.
  • Sick Leave. 6 days of paid sick leave.
  • Mobile phone allowance. $50/month mobile phone allowance.
  • Commuter benefits. $100/month in commuter benefits.

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