Director of East Coast Customer Support, PitchBook
$135k
+ Target annual bonus percentage: 20%
More information about location
5 days a week in office
Private equity & venture capital database
Open for applications
Private equity & venture capital database
1001+ employees
Open for applications
$135k
+ Target annual bonus percentage: 20%
More information about location
5 days a week in office
1001+ employees
Company mission
To provide thousands of global business professionals with comprehensive data on the private and public markets to help them discover and execute opportunities with confidence.
Role
Who you are
- 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!
- Bachelor’s degree, in Business Administration or related field preferred
- 5+ 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
What the job involves
- 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
- 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
- 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
Our take
Recognizing the need for actionable and extensive intelligence in the private equity sector, PitchBrook was founded in 2007 with the vision to create a resource for comprehensive data, research, and insights spanning the global capital markets.
To address the complexity of these markets, PitchBook has continually expanded its coverage, integrating thousands of datasets and millions of individual insights into its platform. The company's dedication to innovation is evident in the pioneering features and products introduced to surface critical information for its clients.
PitchBook's integration into Morningstar since 2016 has provided a solid foundation for sustained growth and development. The company's commitment to helping clients make informed decisions suggests a future of ongoing evolution and expansion, as it remains at the forefront of providing indispensable resources for navigating the complexities of the global capital markets.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
Company
Funding (2 rounds)
Jan 2016
$10m
SERIES B
Sep 2009
$3.8m
SERIES A
Total funding: $13.8m
Company benefits
- Additional medical wellness incentives
- Paid sabbatical program after four years
- Paid parental leave
- Annual educational stipend
- Robut training programs on industry and soft skills
- Employee resource groups
- Company-wide events
- Employee referral bonus program
- Quarterly team building events
- Shared ownership employee stock program
- Monthly transportation stipend
- Comprehensive health benefits
- STD, LTD, AD&D and life insurance
- Ability to apply for tuition reimbursement
- CFA exam stipend
- Employee assistance program
- Generous allotment of vacation days, sick days and volunteer days
- Matching gifts program
- Subsidized emergency childcare
- Dependent Care FSA
- 401k match
Company values
- Customers are King: We only succeed when our clients do - and that drives us. We seek to understand our client's needs, both internally and externally
- Excellence as a State of Mind: We hold high standards. We set and conquer aggressive goals - executing on details
- Embrace and Drive Change: We challenge the status quo and embrace the better way
- Focus on Focus: We never lose sight of what's important. We focus on the actions that create success
- Make it fun: We positively impact our coworkers and clients. We work hard and make it fun too
Company HQ
Central Business District, Seattle, WA
Articles
Leadership
John Gabbert
(CEO)Previously the Managing Director of Private Markets at Dow Jones. Also spent over 6 years at VentureOne in multiple roles, including Director of Reseach/Operations and VP of Worldwide Research.
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