Manager, Customer Success Team (local, in office)

Join a Growing Technology Team and an Awesome Customer Community!

Do you...

• Love leading a team dynamic technical customer support professionals?
• Feel a sense of pride when your customers are successful using your software?
• Enjoy simplifying complex concepts?
• Love being hands-on with software, even if you're not programming it?
• Excel at planning your day, tracking your work, and delivering on your promises?

If you are motivated by managing a diverse team, delighting customers and being a leader of a dedicated team, we want to talk to you!

About the Role

We are a fast-growing technology firm based in Arlington, VA, and we are on the hunt for a driven Manager for our Customer Success Team. In this role, you will manage a team of technical support professionals, ensuring unparalleled support for our product users. You’ll not only master LearningBuilder, but you’ll foster collaboration across departments to ensure a top-tier support experience. Your leadership will be instrumental in maximizing customer satisfaction, driving product adoption and ensuring our post-launch customers see the value of LearningBuilder in their environment. You will exercise this role through the following responsibilities and expertise.

Responsibilities

Team Management:

• Manage and lead a customer-facing technical support team.
• Analyze team performance (KPIs) to identify areas of improvement and process efficiency.
• Experience meeting SLA requirements (internal and external).
• Engage in process optimization, including technology improvements, process improvements, and solutions to improve support team performance and efficiency.
• Oversee team progress in training on current product features, functionalities, and best practices.
• Understand and continue to learn the product and industry space.
• Become expert in the LearningBuilder product and processes so that you may serve as a source of technical escalation and bring new team members into the team in a structured and welcome manner.
• Foster effective communication and teamwork with cross-functional teams, promoting accountability in a distributed management structure.
• Participate in the hiring process and assist in screening candidates.

Client Relationship Management:

• Build and nurture relationships with key decision makers at client organizations.
• Focus on the client's perspective when interacting with internal and external clients.
• Engage daily with customers at the executive level on key escalations and top issues.
• Serve as a point of escalation for support issues affecting the entire customer population.
• Consistently exceed service level agreements, going above and beyond to guarantee client satisfaction throughout the support process.

About Heuristic Solutions

Heuristic Solutions is a technology consulting firm founded in 1996 and headquartered in Arlington, VA 22209. We are pioneers as we search for new and innovative ways to solve problems; we act intentionally to deliver predictable success; we achieve excellence as a team. We value diversity and seek people that will show up every single day ready to make a fresh contribution.

LearningBuilder is our state of the art credentialing management platform that is used by certification, accreditation, and licensing organizations. Over 1,000,000 licensed and credentialed practitioners use LearningBuilder to manage their credentials. It is a remarkable product supported by a remarkable team.

Come join us!

Requirements

The ideal senior candidate for the Manager, Customer Success position will:

• Possess 7+ years as a people manager, with a proven track record of enhancing team performance and productivity through targeted skill development, and coaching.
• Possess 10+ years of customer support and/or customer service experience with a significant focus on team leadership and development that includes:
• Proficient knowledge of Support Management best practices.
• Effective handling of customer escalations.
• Knowledge of software development cycles, agile project management and software implementations/deployments.
• Experience with software implementations. It's a bonus, if you have previous experience as consultant in the enterprise software space.
• Experience with Epic implementations is a bonus.
• Experience as a technical support professional, troubleshooting software implementation issues.
• Experience managing a hybrid workforce.
• Proficiency in Jira, and common support applications.
• Superior communication skills (verbal, written, presentation).
• Time management and prioritization of workload.
• Critical Thinking, Creative Problem Solving, Strategic.
• Experience with managing workload using a ticketing/case management system.
• Collaborate with other members of the leadership team to coordinate efforts to improve our products and services.
• Be located at our Arlington, VA Headquarters, and have received full vaccination, maintaining a safe and healthy workplace for all.
• At this time our recruiting efforts are limited to the Washington Metropolitan region.
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa or work authorization at this time.
• If you do not have previous people management experience, but you're interested in a role on our Customer Success team, consider applying for the Lead, Customer Success role.

Join our team and leverage your skills and experience to make a significant impact in the success of our clients and our organization!

Benefits

Health, Dental and Vision Insurance, Telecommute stipend (Parking or Metro), 401K Contribution, office dog.

Annual Compensation: $100,000 - $120,000