Manager Technical Support & Services

Location

Work from home | India

Job description

Job description

Company Overview

Marketers have a problem. Today companies spend over $1T to bring customers to the door, but $19 of every $20 they spend does not convert to revenue. Companies have no choice other than to dedicate large engineering and data science teams to manually build more relevant, higher converting experiences for different customer segments.

Mutiny is a no-code AI platform that helps marketers convert their top of funnel demand into revenue, without engineers. Mutiny gives marketers everything they need to drive revenue and prove it — from data and analytics to AI-powered recommendations and content writing. Our customers are some of the fastest growing companies in the B2B space including Notion, Ramp, Carta and Segment. We are backed by Sequoia Capital, YCombinator and CMOs from some of today's fastest-growing tech companies including AngelList, Carta, Gong, Hopin, Salesforce and Snowflake.

About the role:

We are looking for an exceptional leader who can help shape our growing Support and Technical Implementation teams. This role sits at the cross-section of customer experience and technical implementation, providing consultation to our customers on a thorough implementation and ongoing technical guidance as they continue to adopt our product. This is critical in ensuring customers reach their first win and realize value from Mutiny efficiently and effectively. 

This is an incredibly unique role in that it combines aspects of technical implementation, customer support and leadership. This role has three primary goals for success: 1) ensure customers have a  complete and thorough technical setup during implementation to realize value from Mutiny quickly,  2) provide an exceptional customer experience at the front lines by answering technical questions via support tickets through a helpful and consultative approach and 3) attract and retain top talent to help shape the Technical Implementation and Support teams. 

Here are some things you’ll do in the next 18 months:

• Manage and mentor a team of implementation and support specialists, providing guidance, training, and performance evaluations to ensure an exceptional customer experience.
• Develop and maintain support procedures, documentation, and knowledge base resources to enable efficient resolution of customer inquiries and issues.
• Act as a primary point of contact for escalated implementation and support cases, utilizing technical expertise to troubleshoot complex issues and drive timely resolutions.
• Collaborate with cross-functional teams, including Product, Engineering Sales, and Growth Strategists, to advocate for customer needs and ensure alignment on technical and support priorities.
• Manage Implementation specialists and help lead the technical implementation process for new customers, working closely with Solutions Consulting, Sales and Growth Strategy teams to gather requirements, configure solutions, and deliver successful onboarding experiences.
• Provide hands-on assistance with platform setup, integration, and customization efforts, leveraging technical expertise in areas such as API integrations, data mapping, and automation workflows.
• Develop and deliver training programs for customers and internal stakeholders, enabling them to effectively utilize our products and maximize their value.
• Monitor key support metrics and performance indicators, analyzing trends and driving continuous improvement initiatives to enhance customer satisfaction and retention.
• Stay informed about industry trends, best practices, and emerging technologies in marketing technology and customer support, incorporating insights into our support strategies and processes.

What you bring:

• 3-8 years of experience in a Support, Implementation or CSM role owning technical aspects of the customer experience. Marketing or Sales technology experience is required.
• A genuine empathy for B2B marketers and a strong intuition for how to help companies grow and optimize their user experience.
• An exceptionally high performance bar for yourself and everyone on the team. Unafraid to communicate what’s working and what needs to change.
• A strong collaborator and communicator that virtually everyone loves to work with.
• Good project management skills. Can stay organized and keep the trains running on time to hit goals.
• Someone who can write practical advice and share analyses in a crisp, clear and engaging way.
• Someone who is energized by ambiguity and can create structure in a dynamic, fast-paced environment.
• A creative thinker who is quick on their feet and can pull things together in a scrappy way.
• A kind human who wants to build an extraordinary customer experience, culture and brand.

This is a fully remote role.

What you’ll get out of it:

• We are backed by Sequoia Capital, Y Combinator and CMOs from some of today's fastest-growing tech companies including AngelList, Carta, Gong, Hopin, Salesforce, and Snowflake. We are growing incredibly fast and about to hit another inflection point. The potential is unreal. Join and you’ll see what we mean.
• You will create a name for yourself by getting to work with and support some of the fastest growing companies in B2B SaaS.
• You will get exposure to real business problems every company faces (growth) that you can take with you to start your own company (or to help scale another).
• You will have fun, plain and simple. There is a reason our first company value is that work should feel like play.
• You will experience a new way of working. Our team is fully distributed across North America and the EU. But we come together as a company for quarterly offsites (most recently in fun cities like Brooklyn, Seattle, and Austin). This combination of experience-based work is a competitive advantage we continue to invest in.

These values define how we approach our work every single day:

😜 Work should feel like play 🏃 Faster always wins 🍯 Stir the pot, regularly 👀 Do the right thing when no one’s watching 🛥️ All hands on deck 🌎 Live in the world you want to change

At Mutiny, we are committed to empowering individuals of all backgrounds, experiences, and identities to reach their potential. We believe in balanced teams, which is why we have maintained a 50% male-to-female ratio in our investors and are committed to maintaining diversity of gender, lifestyle, ethnicity, and thinking in our team as we scale.

Compensation

Mutiny is proud to offer a competitive compensation package to all full-time employees, including base salary, equity, and comprehensive benefits.

Additional benefits:

• Live and work from anywhere
• Quarterly offsites in fun cities like Brooklyn and Austin
• Flexible paid time off and generous parental leave
• 100% medical, dental, and vision coverage
• $1,500 WFH stipend

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Salary