ERP Support Manager, Procore
$73.6-101.2k
Eligible for Equity Compensation
Construction management platform
Job no longer available
Construction management platform
1001+ employees
Job no longer available
$73.6-101.2k
Eligible for Equity Compensation
1001+ employees
Company mission
To forge a better future for everyone in construction.
Role
Who you are
- Bachelor's degree or equivalent preferred
- 3+ years of experience in a SaaS environment, 3+ years of experience managing support services or a call center
- Experience with a ticketing system (Salesforce, Service Cloud, ZenDesk, etc.)
- Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
- Ability to successfully lead and empower diverse and inclusive teams
- Highly organized and detail-oriented with a natural inclination for planning strategy and tactics, strong communication skills with the ability to articulate messages to a variety of stakeholders and audiences
- Acute business acumen and understanding of business organizational issues and challenges
- Experience operating and delivering results in a customer support environment with live queues (emails, phones and chats) that are client facing
What the job involves
- Manage, motivate, and develop a team of 10-15 Integration Support Specialists to deliver the best possible issue resolution to customers
- Collaborate with all levels of the Procore organization to develop best practices to further customer success and Procore’s evolution as a market leader
- Coach Integration Support Specialists to help them achieve personal and professional goals
- Ensure individual workflow enables the team to reach or exceed ERP Support SLAs
- Manage customer escalations to create positive interactions and referenceable customers
- Identify issues and risks; initiate corrective actions and mitigation strategies as appropriate
- Research and implement process improvements to increase team efficiencies and effectiveness while coordinating the management of multiple operational and program work streams as needed
- Analyze customer data to make informed decisions about changes to the team, programming, shift scheduling, staffing, etc
- This position will report to a Director, Customer Support
Our take
Construction tech company Procore offers a cloud-based construction management platform. With substantial productivity gains and cost reductions on the table for construction companies that digitize more efficiently, Procore’s offerings are an attractive prospect for those operating in the industry.
Founded in 2002, Procore now serves over 150 countries, providing a range of products for preconstruction, project management, and resource and financial management. Its platform is built atop multi-zone cloud infrastructure, and is able to house every app, document, and person involved in projects, providing visibility that simplifies processes for everyone involved.
With promising stock performance and a legacy position in the construction tech sector, Procore seems likely to continue a steady upward trajectory in this growing market. On top of this, the company published its first Environmental, Social and Governance report in 2022, highlighting its commitment to work towards a more sustainable future, and has continued to develop integrations and partnerships to improve its offerings.
Steph
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
May 2020
$150m
LATE VC
Sep 2019
$94.9m
SERIES I
Total funding: $567.8m
Company benefits
- Physical and Mental Wellness Support: With comprehensive healthcare benefits, long-term disability, life insurance and other resources.
- Values-Driven Paid Time Off: Based on openness, ownership and optimism – take the time you need when you need it.
- Retirement Benefits: Such as a 401k or RRSP with employer contribution (varies by country).
- Employee Stock Purchase Plan: Exclusively for eligible employees to purchase discounted shares of PCOR stock.
- Employee Enrichment Program: With classes and programs for personal and professional development.
- Procore Perks: A reimbursable stipend for purpose-driven goods and services that support work/life well-being and physical and financial wellness.
- Family Building Benefits: Including fertility treatments (with some medical plans) and cash benefits to support adoption and surrogacy for all eligible U.S. employees.
Company HQ
Carpinteria, CA
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