Manager of Enterprise Support - Milano, Italia - Docebo

Docebo

Azienda verificata

Milano, Italia

3 settimane fa

Inviato da:

Piero Bianchi

Reclutatore di talenti per beBee

Descrizione

Hey you \uD83D\uDC4B Want to work for one of the fastest growing SaaS companies in the world? \uD83D\uDCC8

We're building the next generation of learning software that companies like AWS, Netflix, Opentable and L'Oreal rely on to deliver training \uD83D\uDCBB We believe learning is for everyone, and that we all have something we can learn from each other.

We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.

Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the

Docebo Heart. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. \uD83D\uDC99

Are you ready to be a part of the learning revolution? \uD83D\uDE80

About This Opportunity:

As a Docebo Manager of Enterprise Support, you are responsible for managing the day to day operations of a core team within the Support organization.

As a leader you will ensure that a Standard Operating Procedure is built in repeatable fashion to ensure we can mitigate and prevent escalations, dazzle and delight our customers, and provide an exceptional employee experience.

in the future.

You will work closely with other Support Leaders and Team Members to define targets and objectives for the department and business.

As an instrumental member of the Support Leadership team you will build knowledge and relationships with other departments and our largest, strategic Docebo customers.

You will help lead the charge in developing and growing a world class support organization by ensuring high customer satisfaction as measured by positive trends in NPS/CSAT and client retention.

Responsibilities:

Supporting the recruitment, training and development of the Docebo Support Team ensuring worldclass support for Docebo's customers.
Providing leadership to the Support team by mentoring Support Analysts and Team Leads, particularly in the development of customer service, time management, problem solving skills, and leadership skills.
Managing performance and growth plans of team members, working with them to develop and implement individual career development plans.
Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps.
Developing measures and managing customer support metrics such as quality of service, close rates, response times, and teamwork.
Communicating and developing relationships with the Product, Development, Services, and Sales teams to prioritize and address high priority technical issues.
Building strong working relationships with our clients and acting as a level of escalation for any high and critical issues.
Identifying, managing and executing Technical Support strategic projects and initiatives.
Project Managing and acting as the Support Liason for new feature/product Go-ToMarket strategies

Requirements:

You have previous experience leading remote teams in a customer or technical support setting.
You have a demonstrated ability to lead a team in a highly demanding, fastpaced environment.
You are an effective communicator with the ability to manage and implement change in a dynamic environment.
You have the ability to empathise with customers and convey confidence, displaying superb listening skills, and verbal and written communication skills.
You have a demonstrated expertise in improving and managing Technical Support processes and methodologies.
Must have the ability to work efficiently and effectively under stress and within tight deadlines.
Must have exceptional organisational, time management and multitasking skills.
Experience supporting Partners is a plus
SaaS/Tech experience is a plus
Must be fluent in English

Benefits & Perks \uD83D\uDE0D

Inclusive and flexible work environment
Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you
Employee Share Purchase Plan
Career progression/internal mobility opportunities
Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)

About Docebo \uD83D\uDC99

Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop.

We have successfully achieved 2 IPOs (TSX:
DCBO &

NASDAQ:
DCBO), been recognized as a Top SaaS e-learning Solution, and are growing exponentially in the process.

Docebo is a global company with offices in North America, EMEA, APAC and more. Our people believe in six core values, simply defined and manifested in everything we do