Pivotal Partners is exclusively partnered to scale a Series D ($500 Million) Accel & Greylock Ventures backed AI Data Security platform, who are at the forefront of transforming how enterprises secure their data through cutting-edge machine learning.
With Enterprise Support being at the centre of our GTM & strategy, this is a crucial role for our growth. As the founding Global Support Manager, you'll have direct exposure to the C-Level execs in helping build one of Software's most forward-thinking support strategies to date.
The goal for the wider org is to grow the US GTM org from 400 to 800 heads and grow revenue to $200m+ ARR in the next 12 months.
Responsibilities:
- Lead the enterprise support team to deliver high-quality, timely responses to customer inquiries.
- Train, mentor, and develop team members, fostering a culture of excellence and continuous improvement.
- Build strong relationships with enterprise customers, acting as an escalation point and advocate for their needs.
- Ensure complex issues are resolved effectively, minimizing business disruption.
- Develop, refine, and implement processes to enhance response times, resolution rates, and customer satisfaction.
- Stay updated on industry trends and integrate new methodologies to improve service levels.
- Partner with Product, Engineering, Customer Success, and Sales teams to communicate and address customer needs effectively.
- Coordinate efforts with technical writing and product teams to publish external content and guides.
- Monitor and analyze key performance metrics (e.g., response times, resolution rates, satisfaction scores).
- Identify areas for improvement using data-driven insights and implement corrective actions.
- Maintain comprehensive documentation, training materials, and lab environments to support technical enablement.
Requirements:
- Associate's degree or equivalent required; bachelor's in Computer Science or related field preferred.
- Proven experience leading and developing high-performing support teams with a focus on collaboration, customer satisfaction, and continuous improvement.
- Strong track record of coaching and mentoring staff, driving goal-setting, performance, and professional growth.
- Skilled in motivating teams in dynamic environments, fostering accountability, trust, and open communication.
- Expertise in managing multiple projects with strong organizational skills and attention to detail.
- Demonstrated success in managing customer relationships, driving satisfaction, retention, and product adoption.
- Experience working in software-focused, customer-facing roles and partnering with development teams.
- Excellent verbal and written skills for effectively conveying complex information.
- Independent and resourceful, capable of tackling challenges with minimal guidance while contributing to key projects.