Senior Manager, Customer Support

  • Location: Chicago
  • Department: Customer Success
  • Work Status: Full-time

Overview

At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

As a Senior Manager, Customer Support you will be responsible for the daily operations of our Core Product Vertical teams.  You will also be responsible for helping provide strategic direction to the broader Customer Support team. Other responsibilities include helping ensure we’re providing a high level of customer support by monitoring incoming customer tickets and ensuring they’re being addressed appropriately, aiding and making recommendations to improve process efficiencies.  The Senior Manager of Customer Support oversees a sub-department, directly or through a management team, and is responsible for the professional development of their direct reports. You will also be expected to report KPIs to other stakeholders inside the company and use additional metrics to help with the guidance of the Support team.

Responsibilities

  • Oversee and manage the Core product support teams to meeting defined KPI’s, including daily service levels
  • Build and report on KPIs to drive the team’s advancement and improve customer service
  • Lead, motivate, and develop front line leaders
  • Coach and develop individual contributors to expand upon their technical and Relativity related skill sets.
  • Supervise team response to customer incident’s, information requests, or service requests, daily  
  • Help develop and drive strategic initiatives for the Customer Support team
  • Manage the growth of the team including forecasting, budgets, hiring and onboarding
  • Become a subject matter expert of our Customer Support Standard Operating Procedures
  • Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis  
  • Work closely and collaboratively with teams across the organization to provide extended global support
  • Oversee team as they provide support to customers on a 24x7 basis
  • Provide excellent customer service using the communication methods designated by Relativity   
  • Establish operational objectives and plans, and participates in developing, modifying and implementing company policies that affect department and may have company-wide effect
  • Provide direction and apply company policies to broader team(s) or sub-department
  • Translate business objectives and determines how to use resources to meet schedules and goals
  • Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends 
  • Develop and administer schedules and performance requirements
  • Establish and assure adherence to timelines and work plans for initiatives, and performance requirements
  • Demonstrate Relativity’s Management Competencies (Embodies Personal Learning, Builds High-Performing Teams, Aligns Goals with Strategy, Makes Effective Decisions) in daily work, and seeks opportunities to apply 

Preferred Qualifications:

  • Customer-focused and ability to understand and set clear expectations
  • Experience with Workforce Management and managing toward service level KPI’s
  • Relativity experience not a requirement, but a plus  
  • Experience troubleshooting complex issues
  • Professional written and verbal communication skills  
  • SQL and Windows platform experience    
  • Ability to manage multiple tasks and projects   
  • eDiscovery/eDisclosure knowledge and industry experience a plus   

Minimum Qualifications

  • BA/BS in Computer Science or related discipline, or at least ten years direct experience supporting clients as a primary contact or lead using phone and/or email
  • At least five years effectively leading a team or department
  • Ability to travel 10% of the time

About Relativity

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.