Customer Support and Business Operations Manager

San Francisco /
CSM /
Full-time
This job is ideal for individual contributors who have a technical background, empathy for customers, and excellent communication and problem solving skills. Reporting to the Head of Customer Success, the Customer Support and Business Operations Manager will be part of a dynamic team that is implementing and supporting the world's premier, SaaS-based, parking data management solution. As a member of the Support and Implementation team, this role will be responsible for quickly and expeditiously resolving customer support tickets to promote retention and loyalty with Smarking.

The ideal candidate will help define and create scalable processes and procedures which will optimize the Smarking customer experience. Although initially an individual contributor role, ideal candidates will be ready and able to assume managerial responsibilities. The Customer Support and Business Operations Manager (CSM) role will be involved in the entire life cycle of customer service and support as customers move from newly acquired to longtime and loyal customers. As such, the CSM will support customers through the on-boarding and implementation phases, and  will be responsible for getting customers up and running on Smarking in a timely and quality fashion, including account and user set-up, business process consulting, data integration and upload. The CSM will be the customer's advocate and will be responsible for resolving customer support tickets, with specific focus on:

1. Ensuring the accuracy of customer’s Smarking data relative to benchmark reports
2. Ensuring an uninterrupted flow of data into the Smarking backend from the customer’s parking technology systems
3. Ensuring that relevant and useful data segmentations and views are available to the customer for analysis in the Smarking product.

The Customer Service Manager will learn Smarking products inside and out, and therefore have technical experience and aptitude. Specifically, the ideal CSM candidate will have expertise in SQL, JIRA, ETL frameworks and quality assurance.

This role will be called upon to support the implementation of the product, provide technical support to customers, and to ensure customer requests are handled in a timely and satisfactory fashion. The CSM will need to learn parking customers business and operations and understand the best ways to utilize Smarking software to ensure the greatest value optimization and support fast and effective resolution timelines. This role is not focused on closing sales or Customer Success activities, but rather on setting up customers on Smarking, transferring the technology value and supporting customers on the capabilities and usage of the software, in order to optimize customer value and success. Ideal candidates will have the ability to consult intelligently and empathetically with customers while balancing and maintaining the economic interests of Smarking with the customer's needs.

Responsibilities (included but not limited to):

    • Day to day ownership of the Smarking customer onboarding  process and ongoing customer support
    • Helping to develop and implement processes and operations needed to onboard customers quickly, in a scalable fashion, and at a high quality
    • Receiving, responding, resolving and tracking all inbound customer queries in a timely manner
    • Understanding the Smarking product, systems and integrations in order to diagnose customer problems quickly and accurately
    • Review data with speed, consistency and accuracyEnsure quality control throughout our data accuracy processes
    • Fully understand the client's technical as well as business operations
    • Proactively working with Engineering to identify, communicate and resolve technical issues which can't easily be solved by Customer Service
    • Helping to develop and implement processes and operations needed to respond to and proactively anticipate customers' needs on a daily basis
    • Contributing to a feedback loop with Engineering to communicate and prioritize the customer's bug fixes and service enhancements to ensure they are reflected in the product development
    • Maintaining metrics to measure key performance areas and ensure continual improvement
    • Understanding and documentation of customer's parking operations
    • Helping build and embody a deep seeded customer focused organization and culture
    • Potentially providing QA of the Smarking system including new releases and modules
    • Working with sales to ensure smooth customer hand-offs
    • Professional interaction with parking industry management and their staff
    • Professional interaction with other Smarking team members

Qualifications - Experience

    • A minimum of 2+ years work experience
    • Customer service or support experience with a well-known, and customer-centric organization
    • SaaS software support or parking/mobility experience is a plus
    • A proven track record of:
    • Goal attainment and overachievement;
    • Delivering exceptional customer service and support
    • PostgreSQL: ability to write and debug queries and statements
    • Basic network and IT infrastructure management
    • JIRA, Salesforce, Excel, Google Suite
    • BA/BS

Qualifications - Character

    • Strong sense of ownership and responsibility
    • Hungry to make an impact
    • Hungry to learn and grow
    • Passionate and energetic about serving customers
    • Intelligent, flexible, and passionate about the work you do
    • Curious, problem solver with a can-do attitude
    • Team oriented, ability to thrive in cross-functional collaborations
    • Resourceful, energetic and self-motivated with an innate sense of urgency
    • Able to present and communicate concepts clearly and concisely
    • Understand business concepts and how technology solutions resolve customer pain or create opportunity

Compensation & Benefits

    • Base salary plus Management by Objective (MBO) bonus, including health, and dental among other benefits;
    • 100% coverage of medical and dental insurance; major coverage of vision insurance
    • 401K - 3% paycheck hard match by company, independent of your own unlimited contribution
    • Up to $100/month phone/internet data plan enhancement support during COVID-19 work-from-home period
    • Free monthly parking nearby office or $94/month commuter benefits (on-site)
    • Up to$60/month gym membership support
    • Free breakfast, lunch, and snacks 24/7 (on-site)
    • Unlimited paid time off