Director, East Coast Customer Support

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers' success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

PitchBook's Director, East Coast Customer Support leads a regional Customer Support team. This includes goal setting, strategy development, headcount planning, compensation planning, and more. Ultimately, this role is responsible for managing an effective regional Customer Support organization with an emphasis on efficiency and quality.

Primary Job Responsibilities:

• Manage a team of Customer Support Managers on the East Coast to achieve global SLA goals and improve workflow efficiencies
• Provide coaching and career development for team members as needed
• Maintain a regular cadence of one-on-ones with Customer Support Managers to recap performance, identify improvement opportunities, and support career development
• Partner with the Global Director, Customer Support to develop the East Coast regional support strategy within the Customer Support organization
• Set hiring strategy for the East Coast region of the Customer Support organization
• Design new team member onboarding and trainings; collaborating with the People Development team as needed to update trainings
• Work with Global Director, Customer Support to set the East Coast regional schedule to ensure business hour coverage
• Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues
• Work with the Training Program Manager to assist with designing ongoing financial market and product trainings
• Cross collaborate with other departments from Product to Research to provide actionable feedback and help innovate our internal processes
• Own large projects of strategic importance, assisting with product and process improvements
• Conduct bi-weekly regional meetings to update Customer Support Specialist on best practices, performance metrics, and continuing expectations
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Skills and Qualifications:

• Bachelor's degree, in Business Administration or related field preferred
• 8+ years of professional management or team lead experience, in a Customer Support or Operations environment preferred
• Demonstrated success with workflow optimization in a real time and fast-paced environment
• Proficient with Salesforce or similar CRM preferred
• Excellent verbal and written communication skills with a keen eye for detail
• Client first attitude and love to engage with customers
• Interested in financial markets or services, particularly private equity and venture capital
• Ability to operate with a strong sense of urgency and deliver results
• Terrific prioritization skills to high call volume in parallel with project work
• Comfortable to engage with a diverse array of customers
• Team player with the desire to try new ideas in order to achieve greater levels of success
• Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily

Benefits + Compensation at PitchBook:

Physical Health

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance

Emotional Health

• Paid sabbatical program after four years
• Paid family and paternity leave
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days

Social Health

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events

Financial Health

• 401k match
• Shared ownership employee stock program
• Monthly transportation stipend

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Compensation

• Annual base salary: $135,000
• Target annual bonus percentage: 20%

Working Conditions:

We believe our business and our culture are strongest when we work together in person. We also know that it's helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office 5days/week and that you are in the office full-time during the training period, for which the length varies by role. During an initial phone screen, the team will discuss expectations for this specific position.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Life At PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It's our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we've heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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