Enterprise Support Manager
Harri US
Full Time
8 Years Experience
Coins Icon $80000 - $120000 / Year
Enterprise Support Manager
Harri US

Full Time
8 Years Experience
Coins Icon $80000 - $120000 / Year
Skills
8+ years of experience in product support, customer success, account management or consulting (SaaS preferred) with a minimum of 5+ years in a supervisory role
Experience leading and coaching a team of Technical Account Managers or Escalation Managers in a SaaS environment
Experience supporting an HR, Time Tracking, Recruiting, Financials, Planning, Payroll application or ERP solution is a plus
BS or MS degree in Business, Computer Science, or equivalent experience
A track record of success in delivering on departmental goals, key metrics and performance management in a hyper-growth environment
Excellent understanding of standard support metrics like Initial Response, SLA, TTR, CSAT, NPS
Job description

COMPANY OVERVIEW: 

Harri is the first enterprise ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First driven individuals that want to exceed the expectations of those that share an experience with our brand. 

If you’re a builder, problem solver, and love the fast pace of a startup, it’s time to come meet the Harri family. 


POSITION SUMMARY: 

Harri Global Support Team is seeking a leader for our Enterprise Support Team. This role will manage a team of highly skilled support staff, supporting Harri’s largest clients across the globe. This role requires proven leadership experience, excellent communication skills, including but not limited to working with C-Level executives with a strong technical background and the ability to strategically and tactically navigate the challenges with large and complex clients.


A true client centric demeanor and problem-solving expertise will enable this leader to provide the direction and insight needed to unblock any issues and create outstanding experiences for our clients.


This is an exciting opportunity to lead, grow and mentor a  high performing team!


ESSENTIAL FUNCTIONS: 

  • Have a team responsible for providing proactive and personalized support to our clients and building strong client relations

  • Be responsible for hiring, coaching, developing, training, and skills management of direct reports

  • Build and foster the growth of a cohesive team which includes resources that are co-located as well as virtual

  • Closely collaborate with the Global Support teams and their leadership to provide a superb experience

  • Establish strong working relationships with client-facing teams (Account Executives, Implementation, CSMs)

  • Guide the team on escalated issues, with effective use of resources and handle the communications and expectations within Harri and with the client

  • Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems quickly

  • Work with the team to drive continuous improvement initiatives 

  • Lead by example to cultivate and maintain the Harri culture and uphold our core values

  • Participate in our 24X7 global coverage plan.


REQUIRED EXPERIENCE, EDUCATION & SKILLS: 

  • 5+ years of experience in product support, customer success, account management or consulting  (SaaS preferred) with a minimum of 5+ years in a supervisory role

  • Experience leading and coaching a team of Technical Account Managers or Escalation Managers in a SaaS environment

  • BS or MS degree in Business, Computer Science, or equivalent experience

  • Experience supporting an HR, Time Tracking, Recruiting, Financials, Planning, Payroll application or ERP solution is a plus

  • A track record of success in delivering on departmental goals, key metrics and performance management in a hyper-growth environment

  • Excellent understanding of standard support metrics like Initial Response, SLA, TTR, CSAT, NPS

  • A customer-first mentality, ability to appropriately prioritize and escalate customer issues

  • Established history of successfully handling escalations through resolution at both the business owners and executive levels

  • Ability to engage and influence across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management), gaining consensus from varied stakeholders to develop action plans in areas where there is no direct owner due to the environment complexity

  • Demonstrated leadership skills and excellent communications with high-level stakeholders, including C-level executives

  • Ability to foster change and navigate ambiguity through commitment, with an action-orientation approach

  • A reputation for fairness, dependability, and adherence to high ethical standards

  • Ability to read, anticipate and assess high stress situations quickly

  • Ability to listen to feedback and come up with improvement plans


*Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.



COMPANY OVERVIEW: 

Harri is the first enterprise ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First driven individuals that want to exceed the expectations of those that share an experience with our brand. 

If you’re a builder, problem solver, and love the fast pace of a startup, it’s time to come meet the Harri family. 


POSITION SUMMARY: 

Harri Global Support Team is seeking a leader for our Enterprise Support Team. This role will manage a team of highly skilled support staff, supporting Harri’s largest clients across the globe. This role requires proven leadership experience, excellent communication skills, including but not limited to working with C-Level executives with a strong technical background and the ability to strategically and tactically navigate the challenges with large and complex clients.


A true client centric demeanor and problem-solving expertise will enable this leader to provide the direction and insight needed to unblock any issues and create outstanding experiences for our clients.


This is an exciting opportunity to lead, grow and mentor a  high performing team!


ESSENTIAL FUNCTIONS: 

  • Have a team responsible for providing proactive and personalized support to our clients and building strong client relations

  • Be responsible for hiring, coaching, developing, training, and skills management of direct reports

  • Build and foster the growth of a cohesive team which includes resources that are co-located as well as virtual

  • Closely collaborate with the Global Support teams and their leadership to provide a superb experience

  • Establish strong working relationships with client-facing teams (Account Executives, Implementation, CSMs)

  • Guide the team on escalated issues, with effective use of resources and handle the communications and expectations within Harri and with the client

  • Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems quickly

  • Work with the team to drive continuous improvement initiatives 

  • Lead by example to cultivate and maintain the Harri culture and uphold our core values

  • Participate in our 24X7 global coverage plan.


REQUIRED EXPERIENCE, EDUCATION & SKILLS: 

  • 5+ years of experience in product support, customer success, account management or consulting  (SaaS preferred) with a minimum of 5+ years in a supervisory role

  • Experience leading and coaching a team of Technical Account Managers or Escalation Managers in a SaaS environment

  • BS or MS degree in Business, Computer Science, or equivalent experience

  • Experience supporting an HR, Time Tracking, Recruiting, Financials, Planning, Payroll application or ERP solution is a plus

  • A track record of success in delivering on departmental goals, key metrics and performance management in a hyper-growth environment

  • Excellent understanding of standard support metrics like Initial Response, SLA, TTR, CSAT, NPS

  • A customer-first mentality, ability to appropriately prioritize and escalate customer issues

  • Established history of successfully handling escalations through resolution at both the business owners and executive levels

  • Ability to engage and influence across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management), gaining consensus from varied stakeholders to develop action plans in areas where there is no direct owner due to the environment complexity

  • Demonstrated leadership skills and excellent communications with high-level stakeholders, including C-level executives

  • Ability to foster change and navigate ambiguity through commitment, with an action-orientation approach

  • A reputation for fairness, dependability, and adherence to high ethical standards

  • Ability to read, anticipate and assess high stress situations quickly

  • Ability to listen to feedback and come up with improvement plans


*Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.