Senior Manager, Customer Support at Procore Technologies

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We’re looking for a Senior Manager of Customer Support to lead our Support teams as we deliver memorable client interactions through high levels of technical aptitude, efficient processes, strong relationships with our Product Team, customer ownership, and overall team development. You’ll interact regularly with clients through feedback sessions, business reviews, and client escalations. You’ll help lead efforts around KPI refinement, process improvement, mentorship, Voice of the Customer programs, and more. You’ll also serve as our Austin site leader for our broader Solutions on Demand organization, which includes team members who work in our Documentation, Custom Solutions, and Training Center teams. 

As a successful Senior Manager of Customer Support, you have top-notch communication skills (verbal, written, and visual) across multiple audiences while remaining clear, concise, and diplomatic. You’re optimistic, approachable, and a team player who easily builds rapport and establishes relationships with clients and colleagues.

This position is based in our Austin, TX office, located in the heart of downtown. We're looking for someone to join us immediately.

What You'll Do:

  • Lead teams that deliver best in class support experiences to Procore’s Clients, with high CSAT and resolution rates
  • Foster a great place to work, where teams love to come to work and have the tools, information, and resources to deliver a great client experience on each and every contact
  • Manage metrics relevant to measure the performance of our support teams including: FCR, CSAT, QC, NPS, and other supporting KPIs
  • Recruit, develop, mentor, and inspire a team of managers and advocates. You’ll cultivate a winning culture measured by high retention and employee satisfaction, resulting in superior performance
  • Ensure an efficient initial onboarding and continuous education process for our teams
  • Aggregate and organize customer data and provide consistent feedback to our product team for continuous improvement and contact center deflection
  • Stay up to date on current customer experience best practices and driving thought leadership in the future of Customer Support and delivering an excellent customer experience
  • Partner with organizations across Procore to implement tools, technology, and processes that enable the Solutions on Demand teams to thrive

What we’re looking for:

  • 3 - 5 years of Senior Customer Service, Client Support or Customer Success management experience, preferably for a SaaS company
  • Expertise in customer experience with a proven record of developing customer-facing strategies to drive customer satisfaction, retention, and growth
  • Proficiency in business process innovation and improvement
  • You must be able to clearly distinguish between the big picture items and the important details
  • Experience in managing budgets, forecasting, and productivity analysis
  • Advanced knowledge of Google Suite and MS Office Suite (Word, Excel, Outlook, and PPT)
  • Resourceful. Goes over, under, around and through obstacles to achieve success
  • Experience successfully building and leading diverse teams

Bonus Points:

  • Expertise in Salesforce.com or other similar CRM (Customer Relationship Management) software.
  • Experience working in a hyper-growth software environment.

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, housing complexes, and more. Our headquarters is located on the bluffs above the Pacific Ocean in Carpinteria, CA, with growing offices worldwide. Check us out on Glassdoor to see what others are saying about working at Procore!

We are an equal opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.

Perks & Benefits

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: competitive health care plans, flexible paid time off (Procore Values Time), employee enrichment and development programs, and volunteer days.

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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ASP.NETFrameworks
    • Ruby on RailsFrameworks
    • SalesforceCRM

Location

Procore Austin is the second largest of our offices, occupying six floors in the Chase Tower at the center of downtown Austin.

What are Procore Technologies Perks + Benefits

Procore Technologies Benefits Overview

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we invest in our people through Learning & Development opportunities, Enrichment Programs, and providing the encouragement and resources to own your role.

Our offices are largely wall-and-door-free, and the company culture reinforces and celebrates creativity, autonomy, and ingenuity. We aim to create a work environment where our employees can say this is the best job they’ve ever had.

Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office fitness classes.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
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