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Operations Manager, Customer Support

PitchBook

This is a Full-time position in Seattle, WA posted December 5, 2021.

At PitchBook we work to provide global professionals with comprehensive data on the entire venture capital, private equity and M&A landscape so they can discover and execute opportunities with confidence.

We credit our success and rapid growth to our cutting-edge products, customer centered attitude and ability to embrace and drive change.

In just over a decade, PitchBook has reached over 1,300 global employees with offices worldwide, and we’re not slowing down!

Consistently recognized as a Best Place to Work, our culture is at the heart of our success and is driven by excellence, inclusion and fun.

At PitchBook we’re committed to fostering an open and collaborative work environment.

About the Role:
“Customers are King!” Each and every day the Customer Success and Support Team works to ensure that our clients are maximizing the value they are receiving from PitchBook.

Onboarding, training, support, business development and renewals are handled by the Customer Support team.

We believe in doing whatever it takes to make our customers successful, and the Customer Success team drives that success every day.

The Operations Manager of Customer Support drives projects to generate growth, streamline workflows, improve systems, and continuously improve the efficiency of PitchBook’s Customer Support Team.

The Operations Manager supports a large, diverse team across various functions.

They work alongside Customer Success leadership to project manage critical initiatives and are responsible for managing timelines, documenting system requirements, delivering trainings, managing stakeholders, and more.

Primary Job Responsibilities:

  • Collaborate regularly with Customer Success and Support Leaders to understand how system changes and updates impact workflows across teams
  • Coordinate with stakeholders across Product, Marketing and Sales to ensure appropriate project scope and on-time delivery
  • Identify and make recommendations on areas of opportunity for Customer Success and Support improvements to drive department efficiency, regularly reviewing existing processes to find opportunity areas
  • Maintain privacy regarding system updates including when systems will be implemented, changed, or cut
  • Execute on system improvement projects to help prioritize workflow for Customer Success and Support Leaders
  • Partner with the PBLearning team to create and implement necessary trainings for updated systems and processes
  • 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 or equivalent work experience
  • 4+ years of experience in account management or sales experience
  • Process-oriented with a dedication to continuous system improvement
  • Ability to operate with a strong sense of urgency and deliver results
  • Experience evaluating and providing recommendations to improve workflows and business systems
  • Self-starter, motivated, persistent, goal-oriented attitude and can work effectively as part of a team
  • Ability to operate with a strong sense of urgency and deliver results
  • Highly curious with a positive attitude
  • Superior organization; able to effectively prioritize and navigate a large team of stakeholders
  • Ability to build trust with a diverse group of employees and stakeholders
  • Interest in financial markets or services, particularly private equity and venture capital preferred
  • Exemplary verbal and written communication skills
  • Knowledge of the MS Office suite including Outlook, Word and Excel

If you are ready to start the conversation about how you might contribute to all the happenings at PitchBook, submit your resume today!

PitchBook appreciates and respects diversity, and as such, we are an equal opportunity employer.

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