Senior Manager

About the role : As a Senior Manager of Customer Solutions, you will help oversee part of the Tier 1 Customer Solutions team, an integral part of our customer experience strategy to ensure every customer is successful. This role is the leader of India-based Support Team at ZoomInfo, and serves as a key escalation point for technical support, providing direct assistance to internal and external stakeholders on complicated cases where exceptional service may be required. The Senior Manager must ensure all customers receive outstanding support while overseeing the day to day functions of the team. At the direction of the Director of Customer Solutions, the manager will have a wide range of responsibilities that includes creating policies and processes, training and developing team members, and driving the overall ZoomInfo Customer Experience.What You'll Do:Technical Skills Create and drive continuous education for the team, both in product knowledge and best-in-class communication skills to drive quality customer experiences. Manage team support channels, ensuring we're providing timely responses and updates Collaborate with team members to triage and troubleshoot complex issues through testing and reproduction Serve as the primary point of contact for client escalationsAct as a voice of the customer and escalate priority tickets and product bugs to the Product Management and Engineering teams. Process ManagementTrack standard KPIs for the team, including Time to First Response (TTFR), Time to Resolution, Time to Escalation, Response Times, and ticket types by channel.Create policies, procedures, and processes for the team to ensure customers receive excellent and consistent service. Train employees on a variety of processes, tasks, and products to ensure maximum knowledge retention. Oversee team structuring and hiring for open positionsDocument best practices and other useful information to better enable our customers through our online support toolsSupport crisis management processes during large-scale platform outages; is on on-call rotation as neededTeam and People ManagementManage team leads (who are people managers) to drive best practice management techniques including delivering consistent feedback, goal setting, and carrying out effective career pathing conversations. Address improvements with individuals and as a team, and develop action plans for improvementLiaison between Senior Leadership, team leads, and team members to define and manage team expectations regarding scope of work and responsibilitiesOversee onboarding of new Solutions team members, working with team leads to plan, schedule, and provide guidance to new hires throughout onboarding processAct as primary point of contact from a management level for in-office operations for all India based Customer Solutions team members (including partnering with HR, Talent Acquisition, Facilities, etc)What you bringBachelor's degree required and 13+ years of equivalent work experience. Minimum 3-5 years of people leadership experience with experience leading other people managers; experience managing teams at a SaaS company preferredAbility to work EST shift primarily, with flexibility to adjust if needed based on business needs; on call rotation coverage may be needed outside of regular business hoursExperience overseeing a team with 24/7 coverageAbility to work primarily based in the Chennai office, but with flexibility to travel to BangaloreExperience managing, leading, or growing teams including training, mentoring, and developing direct reports and skip level team membersProven track record of ability to coach, mentor, and develop other people leadersExperience collaborating with a global team and managing a team that supports global customers (EMEA + North America)Strong coaching and people development skills, with a focus on soft skills and communication skills. Must be a champion for customer excellence and satisfaction.Proven ability to multi-task and successfully manage multiple priorities simultaneouslyMust have a strong attention to detail and a self-directed problem solverAbility to adapt and pivot in a fast paced, ever-changing environmentExcellent customer service skills the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientiousExceptional verbal and written communication skillsPrior experience leading teams of 15+ employees a plusPrior experience and technical understanding of CRM, Marketing Automation, and sales acceleration tools preferredPrior experience with Salesforce, Google Suite, SQL, and DataDog preferred#LI-VG1#LI-Hybrid