Manager, Customer Support Team

5 days ago

Vancouver, 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 Team works with customers to maximize their success with Traction Rec’s products. This is a leadership role managing the team that provides B2B operational support, technical support, and best practices to our customers. This role includes external client-facing support & internal team management of support representatives (who we call CSAs - Customer Success Advocates). This role requires a proven background in leadership, B2B SaaS 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 or success role involving complex business relationships, preferably in the technology sector
- Bachelors’ Degree or relevant experience
- Prior leadership experience a strong asset
- SaaS experience is ideal (especially in Salesforce, CRM or ERP), interest and aptitude for solving business process or technical software problems are required
- 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
- Ability to provide open, direct, and constructive guidance
- Experience recruiting, hiring and onboarding beneficial
- Prior Salesforce hands-on technical experience an asset
- Prior technical support experience an asset

**What You Will Be Doing**
- Manages the operations and performance of a team of Customer Success Advocates who are responsible for supporting our customers
- Supports customer organizations including but not limited to Technical Administrators, Leadership Team (up to C-suite level), and Finance Teams
- Ensures Customer Success Advocates 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
- Manages monthly and quarterly team KPIs to monitor and improve performance
- Manages internal process documentation and external facing knowledgebase
- Anticipates and supports cross functional teams to prevent revenue churn
- Identifies outliers in support allocations and solve resourcing issues
- Understands products and escalates issues to internal developers or Salesforce team to resolve problems
- Works 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
- Provides feedback for team members’ compensation and performance management needs or changes
- Mentors future leaders by coaching team members
- Manages individual and team growth

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

Please note that employment is contingent on the successful completion of background and reference checks.

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