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Director Customer Support
Ref No.: 19-00018
Location: New York, New York
Position Type:Direct Placement
Experience Level: 6 Years
Pay Rate : $ 120,000.00 - 150,000.00 /Year

Director of Customer Support –
Company is building a Customer Support team to help manage its growing data and analytics business. The team will be comprised of talented and dynamic contributors and will ensure that customers have an optimal service experience whenever they have application or data-related issues or are providing valuable feedback. The Customer Support team will ensure that all institutional customers including investment banks, asset managers, hedge funds and other financial institutions are able to leverage the company's Analytics platform successfully and continually see value from the product.
About the Role:
The company is looking for an experienced, entrepreneurial, and hands-on individual to lead the Customer Support team. As the first dedicated member of the Customer Support team, you will engage directly in customer support while building a team of Associates as well as the customer support architecture. In addition, you will interact with and help shape the activities of outsourced support teams. You will be responsible for ensuring the quality of service, maximizing efficiency, developing relationships with other departments to ensure all customer needs are met, and building upon the rapidly evolving infrastructure.
This is a full-time on-site position in the main office in New York City, and will report to the Managing Director of the Analytics business.
Responsibilities:
  • Collaborate with cross-functional team to develop and implement processes for triage, routing and resolution of inbound data and application issues
  • Identify common customer challenges to help build better solutions and processes
  • Perform customer onboarding process, working with the team to continually improve and refine the customers' experience
  • Build and lead a team of Customer Support associates
  • Collaborate with the Business Development team to deliver industry-leading client services
  • Advocate for the customer when collaborating cross-functionally with Data Management, Product, Infrastructure and Application Development teams
  • Train customers to become product experts so that they become increasingly self-sufficient
  • Define and drive key performance metrics for the customer support team
Qualifications:
  • 6-10 years of professional experience in data and analytics-driven Customer Support, with 3-5 years of management experience with Customer Support or Client Services teams
  • Experience in capital markets or institutional financial services
  • Deep experience with support-centric enterprise software tools (e.g. Service Desk, Zen Desk, Salesforce)