Senior Customer Solutions Manager

We believe it takes great people to create a great product. That’s why our team lives our company values, and we hire based on them, too. Since 2010, Pipedrive has been on a mission to support sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier. Today, our cloud-based software is trusted by over 100,000 companies and used in 179 countries. We have grown from a five-person team to a truly international company of over 850+ people, representing more than 50 nationalities, with ten offices distributed across Europe and the US. In 2020, Pipedrive received a majority investment from Vista Equity Partners, a global investment firm that invests exclusively in enterprise software, data and technology-enabled businesses, making Pipedrive the fifth unicorn from Estonia.

The senior customer solutions manager is responsible for the management of a team of managers and aspiring managers. Senior customer solutions managers are the primary support of the VP of Customer Solutions and are responsible for managing the day-to-day operations to achieve OKRs, promoting initiatives which can lead to more efficiency and a better customer experience.

Your new adventure:

• Manage directly a team of Managers and Aspiring Managers in all locations
• Provide ongoing feedback to their team to help them grow and places them in the appropriate career development path to take bigger responsibilities in the future
• Responsible for the team performance, monitoring overall KPIs and OKRs, doing data driven analyses through appropriate sources of information
• Take ownership of operational efficiency by proactively identifying areas of improvement, planning and executing improvement plans
• Support the communication of mission, vision and values to internal stakeholders
• Create an environment in which concern for customer satisfaction and employee happiness and development are key priorities
• Responsible for workforce management activities, such as forecasting volume, allocation of resources and backlog management to optimize the use of resources
• Identify staffing needs and collaborates with the recruitment team to help with the hiring processes
• Responsible for promoting operational changes which can improve the conversation and retention of customers in different segments
• Point of contact in critical bugs or outages which may require comms to customers

Does this sound like you?

• Team oriented with leadership skills and high level of accountability
• Experience managing managers leading customer-facing teams
• Ability to remain calm under pressure and to prioritize
• Ability to work well both independently and as part of a team
• Solid understanding of company’s structure
• Ability to be both strategic and execution oriented
• Time management and conflict management
• Project Management skills and solution orientation
• Ability to interact with other functional areas effectively
• Ability to teach/mentor

Why Pipedrive?

• A value-driven work environment where people come first
• A lively bunch of colleagues from over 50 different countries, with offices in Lisbon, Tallinn, Tartu, Prague, London, Dublin, New York, Florida, Riga, and BerlinA team serious about getting things done while not taking ourselves too seriously
• A world-class working environment full of the usual nice perks and some more
• Freedom to execute your ideas with a passionate and motivated team supporting you
• Flexible working hours as long as you’re there for your team members
• Lots of room for personal and career development, with internal and external training opportunities
• Competitive salary including all the benefits you’d expect from a great employer (annual bonus system, health insurance, meal allowance, flexible benefits – you can choose whether to use the credit on parking, public transport card, technology, etc.)

Pipedrive is an equal-opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity or veteran status.

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