Manager, Client Support Jobs

PayShepherd solves a massive problem for heavy industry (i.e. mining, shipbuilding, forest products, pharmaceuticals, steel, chemicals, manufacturing, energy, etc.) in the area of Vendor Relationship Management (VRM).

Every year, heavy industry worldwide overspends on their vendors as a result of nascent or non-existant vendor relationship management systems. We’re talking trillions of dollars in losses per year. This problem can’t be solved by humans because of the complexity of process and people, and the pace of work and transactions.Supply chain issues, labor shortages, high inflation and an energy crisis are compounding these losses greatly. These global industrial companies need to link organizational objectives set at the top, running all the way through to the person turning the wrench on the ground.

This is why we created PayShepherd. We have closed a meaningful venture financing round, are growing very fast and are now ready for 100X. We are disrupting some of the largest and broad-stretching industries in the world – manufacturing, maintenance and construction – all at the same time. It's no small task with legacy processes, stringent compliance, enormous spending and complex matrix organizations around each corner. Everyday is a new opportunity.

We are looking for a Manager, Product Support who will lead the helpdesk support team to ensure our Service Level metrics are met and exceeded, and our operations team knowledge of the product is deep and consistent over time and across the operations team. In this role, you’ll be a people leader, accountable to the helpdesk and internal product knowledge transfer processes, troubleshooting and trending software technical problems and risks to the operations team and client relationships.As such, your leadership shadow must reflect the brand and values of the company.

What we value:

• Relationship building
• Acting with a sense of urgency and taking initiative
• Transparency and honesty
• Relentless attention on improvement
• Commitment to follow through
• Driving and enabling value for clients

About the role:

We’re hiring for a Manager, Product Support

Facing externally:

You will be one of the leading and smiling faces serving our clients in a 5-star-rated company with all users, and committed to perform against its service level commitments with Clients. You will be the voice of product confidence and standardization of product use across the expanding use cases aligned with PayShepherd’s ingredients for healthy vendor relationships, and a source of clarity to assure clients expectations carry through day to day with their vendors and client users.

You will have full responsibility and accountability to the support helpdesk tools and success metrics and will lead troubleshooting and triaging of supports, provide 1:1 or small group support for our users via phone and in written response to Jira tickets, managing and methodically documenting interactions, identifying emerging trends, escalating client risks and business risks, and sharing and preparing recommendations for product improvements.

Facing internally:

You will lead a growing team of helpdesk technicians as their direct report.Building the brand of PayShepherd and leading by example is key to your success as a manager as you cast your leadership shadow in all that you do.

You will be responsible for the creation of standard content to enable them to do their jobs effectively, monitor indicators and delivery against our service level agreements, and generally keep the helpdesk cue low in new and outstanding or lagging tickets.This includes working with others and then creating training materials and a self-support knowledge network which fits more broadly into the Learning Management system.

You will be responsible to coordinate the arrangement of and participation in on-call rotations to meet the scope commitments of helpdesk coverage with our Clients.This coverage will include yourself, others in the leadership team, helpdesk technicians, plus coverage from others in the operations team. You will anticipate peak demands to prepare the operations team accordingly, and tailor user-client support fit to the Client profile.

You will identify needs and opportunities for refined or additional development.In doing so you will show your skills in perspective taking, listening and communicating options and ideas when participating in scoping.And when participating in the user acceptance testing you will show your attention to detail and product knowledge, and drive to enable value for our clients.You will be the first to understand newly released product development to understand it deeply and then communicate it via release notes, train the internal team members across the operations team to ensure the entire team is continually up-skilling their product knowledge, use case and value proposition are clear and new dev is being shared into long term and new clients alike, and doing so in a manner that provides quality delivery and well-rounded technical support across all clients and relationship management pods with a no-churn and increasing ARR mindset.

Requirements:

• Strong time management skills; you have the ability to process and activate for efficient and effective solutions considerate of the options, needs of the unique client, and the goals of PayShepherd
• Advance-level experience with microsoft Excel/Google sheet and the ability and desire to work with data
• 3+ years of experience leading a team of technical support specialists and proven in guiding stellar client service levels
• Highly proficient and professional written and verbal communication skills; you have the ability to listen, and communicate solutions.
• Warm and inviting personna who is deeply motivated to solve problems to enrich the product and people served
• Experience working with large data sets and troubleshooting issues
• Ability to multi task and manage multiple competing priorities
• Experience using Jira or comparable ITSM software to track service metrics
• You are a fast learner and natural problem solver, ready to roll up your sleeves and get to work which includes working the hours necessary to deliver on the targets and our clients’ expectations
• 7+ years of experience in enterprise SaaS in a client-facing technical helpdesk role (preferably in helpdesk leadership, and preferably in a high growth-company)

Bonus points if:

• Experience training software features
• Technical College and/or University Degree in Computer Science, Management Information Systems or similar (2+ years)
• You have worked in heavy industry or manufacturing industries, in a role that works with data and the decisions resulting from it (ex. estimator or project manager)
• Knowledge of data analytics tools such as Google Looker
• Experience with construction tech or vendor relationship management software