About the Role

Overview:

We are seeking an experienced Analytics Support Manager to lead and elevate our Analytics Support team. In this role, you will be responsible for managing a team of skilled support professionals, enabling them to deliver outstanding assistance to our customers. You will collaborate closely with cross-functional teams to drive product excellence, contribute to process improvements, and uphold our commitment to customer satisfaction.

Key Responsibilities:

1. Team Leadership:

- Lead and mentor a high-performing Analytics Support team, fostering a culture of excellence, collaboration, and continuous improvement.

- Set clear performance goals, conduct regular coaching sessions, and provide timely feedback to team members.

- Drive professional growth and development opportunities to enhance team members' technical and interpersonal skills.

2. Customer Support:
- Ensure exceptional customer satisfaction by providing effective, timely, and accurate support for our big data solutions and core reporting framework.

- Oversee the resolution of complex customer issues, collaborating closely with internal teams to ensure swift problem resolution.

3. Product Knowledge:

- Develop and maintain an in-depth understanding of our products, services, and technology stack to effectively guide and assist customers.
 

4. Process Enhancement:

- Identify opportunities to streamline support processes, improve operational efficiency, and enhance the overall customer experience.

- Contribute insights to refine product documentation, knowledge base, and support materials.

5. Escalation Management:

 - Act as an escalation point for critical customer issues, ensuring effective communication, resolution, and timely updates to stakeholders.

6. Data-Driven Insights:

 - Leverage data analytics to generate actionable insights from customer interactions, supporting data-informed decisions to optimize support operations.

7. Cross-Functional Collaboration:

- Collaborate closely with Engineering, Product Management, and Sales teams to communicate customer feedback, contribute to product improvements, and identify upsell opportunities.

About You

Qualifications:

- Bachelor's degree in a relevant field; advanced degree is a plus.

- Proven experience managing and leading support teams in a SaaS environment.

- Strong understanding of big data concepts, analytics, and reporting frameworks.

- Exceptional problem-solving skills with a customer-centric mindset.

- Excellent communication and interpersonal abilities.

- Ability to work collaboratively in a fast-paced, dynamic environment.

- Proficiency in utilizing data analytics tools to derive insights.

- Familiarity with cloud technologies and SaaS business models.