Manager, Customer Support Team

5 months ago


Toronto, Canada Traction Rec Full time

We’re looking for a** Manager, Customer Support Team **to join our team and be part of our next stage of growth. Our Manager, Customer Support works with customers to maximize their success with Traction Rec’s products. This is a leadership role managing a team of support representatives (who we call CSAs - Customer Success Advocates) that provides B2B operational support, technical support, and best practices to our customers. In order to support our CSAs and be the next tier of support, you will need to have a deeper level of technical knowledge as well as be client-facing. This role requires a proven background in leadership, B2B SaaS technical support, and partnering with cross functional internal stakeholders to provide excellent customer support.

**Who we are**

Traction Rec empowers customers with great technology. Built on the Salesforce platform, we enable YMCA’s, Jewish Community Centers (JCC’s), and Boys & Girls Clubs of America (BGCA) to deliver their services and achieve their missions. At the heart of Traction Rec is our desire to support non-profit community centers and the amazing good they do.

Traction Rec was recently recognized by Salesforce as Nonprofit Sales Partner of the Year, ISV Partner of the Year, and featured in the 2021 Ready to Rocket List. Traction Rec takes pride in the development of product and services, and building strong relationships with partners and customers.

At our core, we love community. We are looking for people who want to join an active group of engaged individuals who see business as more than just a vehicle to make money. We care about our people, wider community, and planet. We welcome you to experience a vibrant personal and professional journey by joining our diverse team.

**Skills**

Traction Rec'rs come from a variety of backgrounds, and we are eager to find people that are from diverse backgrounds. Typically, we find that people are successful in this role when they have:

- 5+ years of experience in B2B customer support, preferably in the technology sector
- 2+ years experience leading a team
- Bachelors’ Degree or relevant experience
- Proven technical expertise in Salesforce and the ability to quickly learn and adapt to new technologies
- Strong interpersonal skills including excellent written and verbal communication skills
- Strong collaboration and team building skills, with ability to work with all levels and roles of an organization effectively
- Ability to coach and lead the performance of team members
- Experience with recruiting, hiring, and onboarding
- Bonus points if:

- You’ve worked in nonprofit, community centers.
- You've worked in the Salesforce ecosystem.
- You’re a results oriented person who likes to roll up their sleeves to get things done.
- You’re energized by a fast-paced environment.
- You’re confined only by your imagination, not your job description.

**What You Will Be Doing**
- Support and develop your team by:

- providing regular feedback (1 on 1’s, performance reviews, etc)
- nurturing their technical and creative problem solving skills
- creating opportunities for further growth that aligns with their interests and our business objectives
- Manage the operations and performance of a team of Customer Success Advocates who are responsible for supporting our customers
- Support customer organizations including but not limited to System Administrators, Leadership (up to C-suite level), and Finance teams
- Ensure CSAs are providing professional support within standard SLA agreements
- Support the success of strategic accounts through relationship building, proactive success assessments, and communication with Senior Leadership
- Manage customer upgrade requests for new releases and team availability
- Manage monthly and quarterly team KPIs to monitor and improve performance
- Manage internal process documentation and external facing knowledgebase
- Anticipate and support cross functional teams to prevent revenue churn
- Identify outliers in support allocations and solve resourcing issues
- Understand products and escalates issues to internal developers or Salesforce team to resolve problems
- Work with the Product team through regular reporting to share customer needs, bugs, and improvement opportunities.
- Supports the recruitment, onboarding and training of new team members

**Compensation**

At Traction Rec, we are committed to a fair, market-based and equitable compensation structure. Our market data is refreshed on an annual basis to reflect the most current market conditions.

The starting salary band for this role is $95,000-$105,000. Starting salaries will vary within this range based on experience and skill level.

Please note that the range details above reflect the base pay only and does not include our competitive bonus program and benefits that we offer.

**If you’re interested, so are we Send your resume our way, and let's chat.**

Please note that employment is contingent on the suc



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