Associate Manager
3 months ago
Job Overview
Support Program Manager
Gainsight is seeking a Support Program Manager who will take charge of leading projects aimed at enhancing the effectiveness and efficiency of our support team. This role is pivotal in identifying areas for improvement and working closely with support leadership to implement effective solutions. As the team lead within our support operations team, you'll play a crucial role in onboarding new members and ensuring ongoing training on our product features, setting the stage for unparalleled customer support experiences
Qualifications
Proven experience in a management role within customer support or similar. Strong background in team management, with a knack for fostering professional growth and team cohesion. Demonstrated ability in identifying process improvements and successfully implementing changes. Experience with Zendesk or similar customer support platforms, including administration and optimization. Excellent communication skills, capable of effectively conveying information across all levels of the organization. Adept at managing multiple projects simultaneously, prioritizing effectively to meet deadlines and objectives. A commitment to delivering exceptional customer support experiences.
Desired:
Experience in support enablement and training. Familiarity with product analytics, and customer education tools and strategies. A passion for leveraging technology to drive support efficiency and effectiveness.Responsibilities
Team Leadership and Strategy: Lead Zendesk Admin and Support Enablement roles, setting objectives and strategies to enhance support team capabilities. Foster an environment of continuous learning and improvement. Continuous Improvement: Collaborate with support management to pinpoint improvement areas within the team. Initiate, plan, and implement strategies to increase efficiency and effectiveness. Training and Enablement: Oversee the onboarding and continuous training of support team members, ensuring they are efficient in product features and best practices. Process Optimization: Streamline support processes through analysis and optimization, aiming for superior efficiency and customer satisfaction. Tool and Resource Management: Manage and enhance tools and resources, including Zendesk, to boost team productivity and customer engagement. Cross-functional Collaboration: Work closely with cross-functional teams to align support strategies with overall business objectives, ensuring a cohesive approach to customer success. Data-Driven Decision Making: Utilize data and analytics to inform strategies, measure performance, and identify areas for growth and improvement. Stakeholder Engagement: Act as a liaison between the support team and other departments, ensuring clear communication and collaboration on shared goals. Resource Management: Provide support to leadership in the development of operating plans for each group by forecasting and planning staffing demands and constraints. Help develop models to manage resource planning and benchmarks for efficiency. Create and maintain processes for data security that align with business goals, such as SOC2 compliance, GDPR, and other security-related certifications
Job Location: Hyderabad
Ideal years of experience: 8 - 10 Yrs
Values & Benefits
Why You’ll Love It Here
Your job shouldn’t stand in the way of your happiness—it should be a path to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves.
Gainsters love working here for several reasons. Here are a few:
Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more . Our CEO: With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley. Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our Gainsters learn, grow and thrive. Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all. Our Wellness Priorities: Monthly Recharge Days that re-energize us. Our Parody Videos: No explanation needed. Just watch themBy joining the Gainsight team, you’ll have a unique opportunity to make your mark at a truly human-first company and have loads of fun doing it.
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