Senior Manager - Customer Success Engineering

February 28

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Vercel

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The platform for frontend developers. Creators and maintainers of Next.js.

Next.js • Removing frontend friction • Global deployment • Developer Velocity • Open Source

201 - 500

💰 $150M Series D on 2021-11

Description

• Ensuring the delivery of an exceptional customer experience at scale. • Setting measurable goals to evaluate and consistently improve CSE team performance. • Handling escalated cases that arrive ad-hoc through various channels. • Working with the Product organization to provide feedback and implement solutions. • Engaging stakeholders at all levels of the business to drive cross-functional improvements. • Helping CSE’s with day to day performance, career planning, and growth. • Identifying opportunities for tooling to improve efficiency and quality of work. • Overseeing the communication of incidents to customers. • Leading by example and periodically demonstrating CSE best practices in the role. • Recruiting exceptional people that understand and are driven greatly by Vercel’s mission. • Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers.

Requirements

• Experience balancing the velocity of work with the quality of customer outcomes. • Experience operating as a technical leader who resolves concerns for developers. • Experience working with a globally distributed, technical support team. • Experience setting and managing KPI's and growth plans for team members. • Experience driving efficiencies and building teams that don’t scale linearly with case volume. • Desire to work cross-functionally, engaging closely with Product. • Desire to mentor direct reports and help them succeed in their growth. • Desire to empower your team, unblocking and helping them to prioritize. • Confident dealing with a fast-paced platform with regular changes. • Confident in being assertive to ensure the right outcomes are achieved for customers. • Confident taking ownership of important decisions in the absence of leadership. • Confident making decisions that make long-term sense. • Ability to identify upstream concerns and represent the customer impact. • Ability to work autonomously with a reliance on asynchronous communication. • Ability to calmly handle pressurized situations at all times. • Technical knowledge within modern application development and deployment. • 5+ years experience in a highly technical customer-facing or technical documentation role.

Benefits

• Great compensation package and stock options. • Inclusive Healthcare Package. • Learn and Grow - we provide mentorship and send you to events that help you build your network and skills. • Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays. • Remote Friendly - Work with teammates from different time zones across the globe. We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.