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Manager, Customer Support At PitchBook Data, Inc.

Location: New York, New York

Job Description

In just a little over a decade, PitchBook has grown into a global organization with offices in Seattle, San Francisco, New York and London. With consistent high double-digit growth since 2009, the company has become the industry’s leading source of private market data, serving more than 3,000 clients around the world.

As a four-time winner of the Best Workplaces in Washington award, PitchBook is committed to fostering an open, collaborative work environment driven by excellence, inclusion and fun. Our culture is at the heart of our success, and it’s something we work on every day.

Located in the Flatiron District, our NYC office is a major driver of PitchBook’s growth and production. Building on a rich tradition—but emphasizing innovation—the office shares characteristics with PitchBook and the financial technology industry itself. The reimagined space offers a warm, vibrant environment while fostering collaboration and camaraderie for our hard-working team. Our NYC office presents an opportunity to be part of a truly disruptive financial data provider in the heart of the financial universe.

Job Overview

The Customer Success Team at PitchBook drives relationship management, business development and ensures our customers are KING! PitchBook is looking for highly motivated and experienced Customer Support Specialists (CSS) with a passion for technology and an interest in the private equity and venture capital industry.

At PitchBook we work closely together to bring the most accurate, comprehensive data library available to the private equity and venture capital markets. Working at PitchBook means leveraging your skills, your passion, and your desire to accomplish big things and have some fun while you are at it!

The Manager of Customer Support will lead and develop our Customer Support team. We have a customer focused team who works tirelessly to provide value and help clients get what they need; now we need a leader to drive innovation and process.

Job Responsibilities

  • Oversee all activities and members of the Customer Support team, while working closely with Customer Success Managers, Account Managers and sales teams
  • Serve as a point of escalation for critical customer questions. Work with the Customer Success team to resolve all client issues
  • Set and manage objectives and key results of Support team
  • Mentor group members and coach on job responsibilities and role
  • Drive innovation with how PitchBook interacts with inbound questions, concerns and product inquiries
  • Involvement with hiring and personnel decisions
  • Monitor and evaluate technology used to serve our clients including LiveChat, email, ServiceCloud and phone support
  • Work cross-functionally with all PitchBook teams to resolve customer issues and improve response times

Requirements
  • 3+ years of experience in account management or customer service
  • 1+ years of experience as a manager with direct reports
  • Excellent written and oral communication skills that inspire customer service associates
  • Relentless drive to ensure “Customers Are King.”
  • Experience with Zendesk, ServiceCloud or similar product preferred

Company Overview

At PitchBook, we provide transparency into the capital markets by organizing the world’s meaningful business information and making it useful to our customers. We work tirelessly to arm global professionals with comprehensive data on the entire venture capital, private equity and M&A landscape—including companies, investors, funds, investments, exits and people—so they can discover and execute opportunities with confidence. Our data and analysis are available through our award-winning flagship product, the PitchBook Platform, as well as our powerful suite of integrated tools, industry news and in-depth reports.

If you are ready to start the conversation about how you might contribute to all the happenings at PitchBook, submit your resume today! PitchBook appreciates and respects diversity, and as such, we are an equal opportunity employer.