Drive Commerce: Customer Success and Support Engineer Manager

Headquarters: Fully Remote

URL: https://www.drivecommerce.com

We are looking for a Customer Success and Support Engineer Manager who is customer-obsessed, has strong technical acumen, and wants to build a team of Customer Success and Support Engineers who will provide world-class technical support to a growing list of customers.  
This role is 100% remote (work-from-home).  

About Drive Commerce

At Drive Commerce, we believe the best shopping experiences are easy, personalized, and leave customers feeling good. Drive Commerce specializes in e-commerce solutions designed to effortlessly connect customers with the products they want from the brands they love.  We work with some of the most recognizable retailers across many industries.  

What

You will start as an individual contributor becoming an expert with Drive Commerce’s products and interacting with customers as their main point of contact on issues such as:

Troubleshooting and resolving or helping the development team to understand and fix bugs
Answering questions on Drive Commerce’s solutions and implementations
Conduct solutions and implementations training 
Managing customer accounts and instances, helping with product and configuration set-up during customer on-boarding and implementation projects
Generally overseeing all aspects of the customer experience and delivering a high level of customer satisfaction​ 

As our company grows, you will be responsible for building and managing a Customer Success and Support Engineering team that is best-in-class.  You will:

Train and onboard new team members
Create support and process documentation
Implement metrics and processes to ensure best practices are followed
Drive customer satisfaction and efficient issue resolution and management across the team  

You will also represent the voice of the customer and will work with development and product teams to define and shape the product goals and strategy based on your team’s frontline knowledge of customer needs.

Need to Have

At least 2+ years of experience managing and leading customer success and engineering teams
At least 5+ years of support experience that demonstrate your obsession to help customers and your commitment to resolving and managing issues throughout the entire support lifecycle
Experienced in building and scaling support teams from the ground up
Experienced in creating/updating and implementing processes, establishing metrics, and writing support documentation
Love working with customers to solve tough problems
Experience working with development and product teams
Experience using CRM platforms such as ZenDesk and Salesforce
Technical and analytical savviness 
Willingness to roll up your sleeves and look under the hood to solve problems
Excellent verbal and written communication skills

Nice to Have

Experience in a startup environment
Focus on enterprise SaaS
E-commerce experience (regardless of the platform)
Working experience in a fully remote working environment

Where

For this position, we are looking for candidates located in the United States.

Terms and Benefits

We are a fully remote team spanning across the US and use Slack, Google, and other tools to stay connected.
US only
Direct engagement, no sub-contracts or agencies
Competitive compensation
Benefits: 
401K with match
Health and Dental Insurance
Life Insurance
Parental Leave
15 Vacation Days

To apply: https://weworkremotely.com/remote-jobs/drive-commerce-customer-success-and-support-engineer-manager

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