Senior Manager, Customer Support

Praha
Trvalý pracovní poměr
Plný úvazek

Před 1 měsícem

Joining Collibra's Customer Support teamCollibra seeks to expand our Customer Support team with the addition of a Senior Manager, to support the company's growth and the growth of the Support organization. As the Sr Manager, Global Customer Support, you will play a pivotal role in leading and developing a talented team of Support Engineers. You will be responsible for building a strong team culture, fostering a continuous learning environment, and driving overall team success. This Senior Manager position provides a critical customer facing role by developing relationships inside and outside of Collibra working closely with customers and with other facets of Collibra such as Consulting, Engineering, Customer Success and Sales to ensure the customer is receiving value from their investment in Collibra products.This is a hybrid role based in our Prague office. Our hybrid model means you'll work from the office at least two days each week. This setup helps us stay connected, work more closely together, and keep making progress as a team.Sr. Manager, Global Customer Support at Collibra is responsible for

Lead, coach, and mentor a team of Support Engineers, empowering them to deliver exceptional technical expertise and world-class customer service
Partner with Sales, Customer Engineering, and Product & Engineering teams to ensure seamless customer experience

Develop and implement strategies to achieve team and individual performance goals, exceeding customer, organization and company expectations
Foster a collaborative and supportive team environment where knowledge sharing and professional development are encouraged
Identify trends and opportunities for improvement within the support organization, and implement solutions to enhance customer satisfaction and team efficiency
Own all Support engagement around the Product Pillar and for NPI and other GTM release and readiness functions

You have

Proven experience and leadership in a technical support leadership role
In-depth knowledge of complex technical concepts and the ability to translate them into clear and concise communication for a non-technical audience.
Strong understanding of customer relationship management principles and best practices
Excellent communication, interpersonal, and coaching skills with the ability to motivate and inspire others
Ability to prioritize tasks, manage multiple deadlines, and thrive in a fast-paced environment
A bachelor's degree or equivalent related working experience is required
This position is not eligible for visa sponsorship

You are

A methodical problem solver
Self driven
A team player
Passionate about serving customers, internal and external
Big on ownership and accountability

Measures of success

Within your first month, you will absorb fundamental knowledge about Collibra processes/tools and start building team & cross-functional relationships
Within your third month, you will operationally manage the team and the product pillar, and take ownership of escalations.
Within your sixth month, you will manage the team, take ownership of employee engagement, drive cross-functional initiatives, and assist in developing strategy around continuous improvements.

Collibra

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