Job Summary

The Customer Support Manager will build and develop a team to provide a new service type for our customers – Customer Support. The mission of this team is to help Customers achieve business outcomes using the Varonis SaaS platform and provide holistic solutions to how-to questions. This position will be responsible for enabling their team members to ensure they are providing the very best customer support. This exciting opportunity fosters the continued growth of team members, improvement of processes, and increased service offerings we provide to improve our customer satisfaction.

RESPONSIBILITIES:

• Recruit and develop Customer Support Representatives.
• Build customer partnerships and deliver first-class customer satisfaction and loyalty by meeting/exceeding issue resolution and case handling targets.
• Examine case data from all sources to find deflection mechanisms such as: product feedback, automation, knowledge, training, or anything that could increase the serviceability of our products and provide a better customer experience.
• Lead, develop, and share knowledge around product usage and best practices.
• Drive positive outcomes by equipping the Customer Service Representatives with the necessary tools and training.
• Develop and manage performance metrics to support exceptional customer satisfaction and efficiency of resources.
• Build and implement Customer Support procedures throughout the team.
• Be a fierce internal advocate for our customers and represent them in discussions about product direction.
• Develop strong relationships with team members and maintain an open-door policy.
• Collaborate with the Training Director to develop and implement plans to reach product knowledge excellence.

PRODUCT USAGE SUPPORT SCOPE

• Ability to demonstrate key elements of the product to our customers.
• Troubleshoot issues related to usage, such as configuration or high-level technical issues.
• Share customer feedback around functionality and user experience with the product team.

Skills and Experience:

• Minimum 3 years of management experience
• 2 years of experience in SaaS customer support roles
• Knowledge of Cyber-Security, compliance, Ransomware, best practices, and attack methods is a strong plus.
• Proven operational and strategic thinking to drive solutions and data-driven decision-making skills.
• Knowledge of customer service operations and remote support best practices and processes.
• Strong leadership, communication, negotiation, motivation, and influencing skills.

We invite you to check out our Instagram Page to gain further insight into the Varonis culture!

@VaronisLife

Varonis is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.