Senior Manager, Premier Support

Job Description

We’re looking for a Sr. Manager, Premier Support, to lead Procore’s Premier Support team as we deliver industry-leading customer support through high levels of technical aptitude, strong relationships with internal teams, and an incredible product. You will interact with clients through feedback-gathering sessions, business reviews, and client escalations when necessary. As the senior leader representing the Premier Support program, you will take a leading role in driving KPI refinement, process improvement, and team mentorship.

As a successful Sr. Manager of Premier Support, you will have top-notch communication skills adapted to a wide range of audiences. You will have a proven track record of collaborating with diverse stakeholders to drive results for our customers and a strategic vision for continuously improving the Premier Support offering.

This position reports to the Director of Customer Support and will be a Remote position. We’re looking for someone to join us immediately. 

What you’ll do:

• Manage, motivate, and develop a team of Premier Support Technicians.

• Deliver a legendary support experience to Procore’s Premier Support customers by driving a high CSAT and quick resolution rates

• Partner with Sales and Customer Success to review customer pipeline, identify potential customer candidates for Premier Support, and assist in customer conversations

• Proactively drive and implement process & systems improvements to increase team efficiency and improve customer outcomes

• Participate in developing the Premier Support offering over time to increase the value added to our customer base and drive adoption

• Own the success of our account portfolio by partnering with internal teams (Customer success, sales, product, engineering, etc.) to remove product barriers and further expand their Procore usage

• Take a leading role in driving high-priority escalations for our top customer base

• Closely collaborate with the Global Support teams and their leadership to provide exemplary customer and employee experience

• Establish strong working relationships with customer-facing teams and leadership (Sales, CSMs, Professional services, etc.)

• Foster a great workplace where teams love to come to work and have the tools, information, and resources to deliver a great client experience on every customer interaction

What we’re looking for: 

Basic

• 5+ years of Customer Support, Technical Support, or Customer Success management experience for a SaaS-based organization

• Experience in delivering and leading a premium support offering or extensive experience in supporting Enterprise level customers

• Expertise in customer experience with a proven record of developing customer-facing strategies to drive customer satisfaction, retention, and growth

• Experience in building out and driving effective KPIs for a high customer-impact team

• Resourceful. Comfortable in going over, under, around, and through obstacles to achieve success

• A customer-first mentality, the ability to appropriately prioritize and raise customer issues

• Proficiency in business process innovation and improvement

• Established history of optimally leading critical issues and escalations through resolution at both the business owners and executive levels

• Ability to champion change and navigate ambiguity through dedication with an action-oriented approach

• Experience in successfully building and leading diverse teams

Preferred

• Technical aptitude, with experience in driving effective collaboration with Engineering & Product organizations to address critical customer needs

• Experience in building and rolling out a Premier Support offering or expanding and improving an existing one

• Proven ability to influence and drive results across department lines without formal authority

• Experience in effectively managing a remote workforce and on-call duties.

Additional Information

Base Pay Range $97,760 - $134,420. Eligible for Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.

Perks & Benefits

At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.

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, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. 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.

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