As a Senior Manager of Customer Support, you will be responsible for the oversight of Customer Support professionals dedicated to providing high quality engagement activities and best-in-class support for our customers post-product implementation. This position reports directly to the Director, Customer Support. In this role, you will coach, motivate, and manage team members to achieve operational excellence while leveraging NAVEX's award-winning methodologies and processes. You will be responsible for the professional development and growth of team resources and for the delivery of best-in-class Customer Support that drives customer satisfaction and retention while promoting expansion in our customer base and in our annual recurring revenue. This role requires an in depth understanding of NAVEX products and services. Additionally, you will interact directly with customers on management escalations to mitigate issues and drive resolution; and you will collaborate with cross-functional teams to ensure customer lifecycle management. What you'll do: - Coach and develop a team of Customer Support Specialists to achieve key performance metrics - Collect and report metrics specific to team's performance - Focus on customer satisfaction and retention in alignment with defined metric targets - Evaluate and seek to understand the customer satisfaction influencers and ensure teams have the tools, training and processes to deliver a superior customer experience - Serve as a point of escalation for customer issues - Ensure teams deliver on key metrics - Identify and implement enhancements to existing internal processes and procedures - Hire, lead, and mentor Support professionals fostering a culture of customer advocacy, accountability, continuous improvement and retention - Collaborate closely with Product, Engineering, Customer Success, Implementation, and Sales teams What you'll bring: - 5+ years of experience in customer support, service delivery, or related customer-facing leadership roles - 3+ years of experience leading and developing a high-performing team in customer relationship roles in a SaaS or technology environment - Strong operational management, process optimization, and analytical skills - Demonstrated ability to effectively manage multiple projects simultaneously, including developing objectives, prioritizing responsibilities, delegating tasks, executing deliverables and tracking and measuring projects to successful completion - Familiarity with support systems (Salesforce, Gainsight, or similar) - The ability to plan, direct and own strategic initiatives with minimal management supervision - High level of attention to detail, excellent follow through and reliability - Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through - AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes - Fuel performance and outcomes. Leverage your job competencies and champion NAVEX's core values Our side of the deal: - We'll be clear, we'll move fast, and we'll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make-and we commit to doing that every step of the way. - The starting pay for this role is $125,000 per annum with a 10% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more.