B2B Support Manager, EMEA

6 months ago

Cork, Ireland Keeper Security, Inc. Full time

Keeper Security is hiring a technical and execution-oriented B2B Support Manager to lead the Keeper EMEA Customer Support team and play a pivotal role in ensuring our customers receive exceptional service and support. Qualified candidates must permanently reside in Ireland. This is a hybrid position for those living within a commutable distance to our Cork, Ireland office, or fully remote for those living outside a commutable distance.

Keeper’s cybersecurity software is trusted by millions of people and thousands of organisations, globally. Keeper is published in 21 languages and is sold in over 120 countries. Join one of the fastest-growing cybersecurity companies and be responsible for the fundamentals of our EMEA B2B Customer Support Team.

About Keeper Security

Keeper Security is transforming cybersecurity for people and organisations around the world. Keeper’s affordable and easy-to-use solutions are built on a foundation of zero-trust and zero-knowledge security to protect every user on every device. Our award-winning, zero-trust, privileged access management platform deploys in minutes and seamlessly integrates with any tech stack and identity application to provide visibility, security, control, reporting and compliance across an entire enterprise. Trusted by millions of individuals and thousands of organisations, Keeper is an innovator of best-in-class password management, secrets management, privileged access, secure remote access and encrypted messaging. Learn more at KeeperSecurity.com.

About the Role

As the B2B Support Manager, EMEA at Keeper Security, you will be responsible for managing and enhancing the support operations for our business customers. You will report to our Senior Director of Customer Experience and will lead a team of support professionals that embraces continuous improvement in service. This role involves understanding customers’ business needs, providing technical support, and collaborating with cross-functional teams.

Responsibilities

  • Lead, mentor, and motivate a team of support specialists, ensuring they deliver high-quality assistance to our B2B customers
  • Serve as the voice of our B2B customers within the organisation, ensuring their needs and concerns are addressed promptly and effectively
  • Monitor and maintain the quality of customer interactions, providing feedback and coaching to team members as necessary
  • Establish and monitor key performance metrics for the support team, striving to meet and exceed service level agreements. Agree on acceptable SLA’s with the business, monitoring and reporting on those service levels and escalating when service levels are not met
  • Execute monthly performance reviews with the EMEA B2B Support team
  • Identify opportunities to enhance support processes, tools, and knowledge resources to optimise efficiency and client satisfaction
  • Maintain clear and timely communication with clients, addressing their inquiries and concerns through various channels, including email, phone and chat
  • Handle and resolve escalated client issues with professionalism and a client-centric approach
  • Generate and analyse support-related reports, providing regular updates to the upper level management team
  • Collaborate with other departments, including Sales, Product Development, and Engineering, to convey client feedback and drive product improvements
  • Implement and execute on-boarding and ongoing training and development programs for the support team to ensure they stay informed about our product and industry trends

Requirements

  • 5+ years with proven experience in a SaaS support leadership role
  • Excellent communication and interpersonal skills
  • Customer Service orientation with a strong bias toward action
  • Experience in providing services to agreed SLAs
  • Flexible in working outside of core business hours at short-notice 
  • Ability to build cross-functional relationships, influence and collaborate at all organisational levels
  • Outstanding verbal and written communications skills for a global audience
  • Analytical and problem-solving abilities
  • Proficiency with support software and CRM systems
  • Exceptional leadership and coaching skills
  • Strong commitment to client satisfaction
  • BS in computer science, engineering or relevant field

Preferred

  • Experience with a rapidly-scaling SaaS business
  • Experience with Managing teams in a fast-paced environment

Benefits

  • Onsite lunches
  • Private healthcare (no wait period)
  • Pension contribution (no wait period)
  • Sick Pay
  • Bike-to-Work Scheme (if local)

Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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