Manager Of Customer Support

**Manager of Customer Support**
at Ombud

Denver, CO

****Job Summary****
The Manager of Customer Support will lead our support organization. The support organization is a critical function and the frontline experience between our clients, solution and company. Reporting to the VP of Customer Success, they will help Ombud maintain the highest level of service while scaling a team of self-sufficient, customer-first, service-oriented professionals.
They will be responsible for recruiting, mentoring, training and managing Ombuds Customer Support organization to ensure World-Class Enterprise Support with 99% Client Satisfaction.
****Key Responsibilities****
* Be the expert in Ombuds software solutions and educate customers and the team on the use and benefits of our software product.
* Recruit, manage, train, and mentor Success Team members, helping Customer Success Analysts attain individual goals while driving cohesion across the team simultaneously.
* Build strong, long-term relationships with key customers when needed, getting buy-in where required, and efficiently resolving issues.
* Manage and report on regional customer health metrics, with focus on outcomes and net retention.
* Define & innovate industry best practices for SaaS Support organizations
* Understand and align business processes to ensure minimal repetitive customer touch points
* Deliver support training for Zendesk, phone support, screen-share, and face-to-face
* Maximize user training effectiveness by contributing to content, assessments and evaluations, as well as deploying innovative, blended learning delivery methodologies
* Tailor trainings to align with our customers business needs
****Qualifications****
* 5+ years of customer success management and leadership experience working with enterprise customers - SaaS experience preferred.
* Strong customer advocacy balanced with a passion to drive revenue and growth.
* An understanding of enterprise software technology and concepts with sales content/enablement solutions a plus.
* Experience with enterprise applications and content management solutions.
* Proven customer management skills with large and complex accounts.
* Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives.
* Proven leadership skills to grow and develop a team.
* Creative, resourceful, detail-oriented, and highly organized.
* An analytical and metrics-driven work style.
* Excellent communication and presentation skills, ability to build relationships.
* Self-starter who thrives under ambiguity in a fast-paced, highly technical environment.
* Passion for driving business value to customers through program development, adoption and introduction of new technologies.
* Experience with GSuite, Microsoft Office, Zendesk and Salesforce including professional proficiency in Excel.
****Ombud Values****
* *Make an Impact:* We are not here to just get by, we are here to leave our mark
* *Intellectual Curiosity:* We are a collection of habitual learners who seek out the unknown
* *Innovate:* Just because it doesnt exist today doesnt mean we cant do it
* *Authenticity:* Be real, be who you are
* *Be Bold:* Because the easy path isnt fun
****What Ombud Offers You****
* *A culture that fosters career development and values working together as a team*
* *Employee Stock Option Plan

Our employees are owners*
* *Flexible working options (remote/onsite/hybrid)*
* *Full* *, including: Healthcare, Dental, Vision, 401(k), Paid Leave, Sabbatical*
* *Compensation: $60,000-$70,000 Base Salary (If this does not fit in your range we would still be interested in speaking with you as we have a number of open opportunities as we continue to grow)*
****About Ombud****
Customers rely on Ombud to automate the content-centric activities in their sales processes. Our platform combines content collaboration, project management, and machine learning to streamline the creation of sales documents like RFP responses, security questionnaires, sales proposals, statements of work, and much more. Industry innovators such as Kronos, Zendesk, Ping Identity, Instructure, LogMeIn, Marketo, and Cloudera leverage Ombud to power their revenue teams with exceptional content.
*Ombud is proud to be an equal opportunity employer. All employment decisions at Ombud are based on merit, competence, and business need. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, ancestry, national origin, genetic information, disability, marital status, military service, or any other status protected under federal, state or local law. We are committed to building a diverse team and fostering an inclusive and entrepreneurial work environment.*
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For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in Ombuds Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.
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