Manager of Customer Support Engineering, Catalyst Software
$124-145k
+ Equity
Customer success platform
Job no longer available
Customer success platform
201-500 employees
Job no longer available
$124-145k
+ Equity
201-500 employees
Company mission
To move Customer Success to the center of every organization.
Role
Who you are
- 5+ years of hands-on experience in a customer-facing Support role
- 1-2 years experience managing a technical support organization
- Experience supporting CRM, CSP or revenue stack SaaS applications
- Ability to troubleshoot complex Integration issues for different Platforms that can Integrate with Catalyst (ie. Salesforce, Zendesk, Jira, Google Cloud Storage, Snowflake, Redshift, S3, Pendo, Segment, Mixpanel, etc)
- Ability to triage and organize requests from multiple teams
- Experience managing direct reports as well as partners
- Intellectual curiosity - you’re constantly looking to learn! - coupled with a passion for creative, strategic problem-solving
- Ability to articulate confidence, experience, and comfort in prescribing a plan to internal and external stakeholders to ensure everyone’s success
- Strong communication and organization skills; translating technical speak comes naturally to you
- A passion for coaching and a desire to uplevel those around you
- Exceptional ability to influence & drive action through others, coupled with the ability to be a proficient listener
What the job involves
- As the Manager, Customer Support Engineering, you will oversee the day-to-day functional needs of the Catalyst Support function
- You and your team will directly liaise with our customers, ensuring that each interaction ends with our customers mastering a part of our product that they didn’t understand before
- You will own the resolution of complex customer issues, drive process and tool efficiencies, create meaningful documentation and create a world-class team work environment!
- You will have the opportunity to shape the future of customer support at Catalyst by partnering closely with our engineering, product, and customer success teams
- This is one of the most critical roles at Catalyst and is an exceptional opportunity to bring your experience working in a lean, high-paced environment to build out an incredible support program
- As a Manager, you will lead by example, supporting your team in the delivery of best-in-class support
- You will be responsible for managing team performance, ensuring completion of key internal tasks, and strategizing with CS leadership on new and innovative ways to build the business
- You will have the opportunity to manage a partner relationship and determine how best to structure our support organization to be highly efficient without compromising our quality standards.
- This is the role for an individual with a passion for customer experience, building in a lean environment, elevating their team, and not afraid to roll their sleeves up and work in the queue
- Own, administer, and optimize our support ticketing system - Zendesk, working closely with the Customer Success team to diagnose and troubleshoot real-time issues
- Evaluate, define, operationalize, and own the customer escalation process ensuring we are working closely with engineering to prioritize and resolve critical issues
- Accountable for ensuring the documentation, organization, and prioritization of frontline bugs, user experience feedback, Support processes + feature requests
- Accountable for partnering with Engineering to ensure ongoing 100% SLA attainment + CSAT
- Represent the customer in cross functional meetings and planning to ensure the entire organization has a deep understanding of the most critical issues impacting the customer base
- Provide functional coaching and mentorship in support of Support team members growth and development here at Catalyst through regular 1:1 meetings with team members
- Manage queue staffing according to established hours of service and provide oversight for P0 issues in off hours
- Support CS leadership through performance management reviews and conversations with members of your team
- Manage day-to-day relationship + ensuring performance expectations are upheld for external vendors
- Act as an advisor to CS leadership and the broader business, bringing insights, learnings and recommendations as to how we can ensure we’re delivering at the highest standard of excellence
- Highlight the wins and learnings of the Support team internally and cross-functionally, advocating for the performance of your team across the business
Our take
Brothers Edward and Kevin Chiu founded Catalyst Software after working together at DigitalOcean. During their time there, they recognized a notable gap in the market for effective customer success tools. Thus, Catalyst Software was conceived to address this deficiency, catering to the increasing demand for Customer Success Managers to acquire data analytics skills, an expertise often beyond their usual scope.
Catalyst's customer success platform serves as a hub for aggregating data from various SaaS touchpoints, including platforms like Salesforce and Mixpanel. It then simplifies this data into a single API dashboard. This consolidation allows customer success teams to conduct more thorough performance analyses and utilize automated engagement tools.
The company's momentum remains strong, marked by significant fundraising efforts, the acquisition of high-profile clients like Frame.io and LaunchDarkly, and an estimated company valuation exceeding $125 million underscores its promising position within the market.
Steph
Company Specialist at Welcome to the Jungle
Insights
66% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2022
$21.4m
LATE VC
Mar 2022
$21.5m
LATE VC
Total funding: $88.2m
Company benefits
- Generous equity, ensuring that everyone has a stake in our growth
- Unlimited PTO, so that you can rest and recharge
- Mental Health Days every month and Mental Health Weeks twice per year, which the entire company takes off
- Up to 100% paid medical, dental, and vision plans for you and your loved ones
- Comprehensive financial planning support
- Monthly wellness stipend, to ensure that you’re taking care of your physical and mental health
- Employer-sponsored 401(k), enabling you to prepare for retirement
- Monthly remote team-building events, including game nights, trivia, and cooking/mixology classes
- Generous parental leave for both primary and secondary caregivers
- Annual education stipend, to ensure that you’re continuously expanding your skill set
Company HQ
Chelsea, New York, NY
Leadership
Edward Chiu
(CEO)Co-Founder & CEO of Sytai. Was a Sales Engineer at Engine Yard. Worked at Digital Ocean for over 2 years, promoted from Director of Customer Success to Success and Sales. Currently an Investor at Metafy and Digraph.
Kevin Chiu
(COO)Worked at Five Stars, promoted from Account Executive to Manager of Inside Sales. Became Manager of Sales Development at Greenhouse Software. Went on to become Head of Sales and Revenue Operations at Digital Ocean. NYC Community Lead & Blog Contributor to Sales Hacker. Listed on 30 under 30 Forbes, 2019 for Enterprise Tech. Is currently a Member of Revenue Collective, and an Investor at Metafy and Lunar.
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