Network Success Manager

Director of Customer Support

WorkSpan is the only Go-To-Market Network for Alliances to automate & report on joint sales, marketing, & solution initiatives. Translation? We help companies partner up to offer awesome joint products & services—with the ability to engage, manage, & measure at scale. It’s as easy as
connecting with your partners who are already on the network, or inviting them to join the 180+ companies that are running over $130M in managed funds & $3.1B of influenced pipeline a year.
WorkSpan is a privately held company backed by Mayfield, & is currently in use by global enterprises including  SAP, NetApp, Lenovo, & others.

The Opportunity
We obsess over our customers to ensure they are wildly successful in embracing the shift to a
digital way of running and operationalizing their business. Our customers entrust us with their
most important information, we need to be their most trusted partner and support them with a best
in class support team, model, and industry leading SLAs to deliver an awesome enterprise grade
experience.

Reporting to the VP of Network Success, the Director of Customer Support will build and lead a
world class team of SaaS support professionals. The Network Success Support team consists of
business and technical staff dedicated to making our customers successful by timely removal of
roadblocks that exist in their path to business outcomes.
Your team will provide answers, recommend work-arounds, hand-hold users when they are uncertain, and complete tasks that are hard for Customers to do. You will build and lead a team that our customers can trust. You will provide feedback, request changes & improvements from the Engineering teams that built the features that Customers or Network Success teams find it hard to do. You will take care of
problems that Customers have; but when problems are deep-rooted, you’ll ask Engineering to solve & hold them accountable to solve it in a timely manner for our Customers. Once solved, you will
close the loop with the customer while keeping the Network Success Managers (account owners) in the loop at all times.
You will have a wide business and product charter - that covers every step of the business process
and every component that is built into the product. You’ll get to inspect & support every process and feature. This position is extremely key in delivering User Love and Awesomeness (Key WorkSpan Values) to our customers in every interaction they have with us.

Key Responsibilities
● Direct responsibility to oversee the operations of the Customer Support team. This
encompasses time management, issue prioritization, and policy compliance.
● Deliver a customer centered philosophy, and a global team that strives to meet our Support
SLAs
● Hire, train, and mentor Customer Support Agents
● Manage the full roster of customer sourced tickets. This includes developing action plans for
escalated customer problems, informing customers of the plans, and keeping customers
apprised of the progress.
● Develop standard operating principles for the Support Team
● Reporting on Customer Tickets by Customer and Power Users
● Provide intelligence and reports to VP, Network Success and individual Account Owners to
help foresee upcoming bugs or problems. Use reporting to spot trends and help the
Network Success Team be proactive instead of being reactive
● To provide leadership and facilitate open communication between Product Specialists
within the group and other departments within WorkSpan
● Develop and execute on strategy for continuous improvement of our Support Team SLAs
Need to have
● 5+ years in a Customer Support Role building and managing
● Managerial skills to hire, on-board and train support specialists globally
● Proficiency in support tools like Zendesk and Zendesk Reporting
● A growth mindset and passion to provide support and help for our customer base

Next Steps
Sound right up your alley? Want to learn more? So do we! Drop us a line at gaurav@workspan.com
with your credentials in whatever format you feel is best. But don’t stop there—give us a few
reasons to really get excited about you. Share your thoughts on:
1. What’s the best and worst customer support related experiences you’ve ever had? Why?
2. What are the 3 top best practices you would instill in a support team you build from the
ground up?
3. Tell us about one of your biggest strengths and a weakness, or area where you could use
improvement.
4. Where in your career would you like to see yourself in the next 2-3 years?
Short and concise answers will do—we’re just hoping to add some color to an otherwise typically
boring resume/LinkedIn profile. We want to get to know you!

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