DroneDeploy is the enterprise-grade drone data platform for managing complex job sites. Trusted by brands globally, our software automates everything from flight to insight, making the power of aerial data accessible and productive for everyone. We’re transforming data collection across a variety of industries, including agriculture, oil & gas, construction, solar, and utilities, so teams can survey large areas and make informed decisions quickly, safely, and accurately. We are the leading drone software company with over 5,000 customers across 200 countries. Our team is comprised of passionate, tech-driven enthusiasts. Voted the #1 Best Place to Work in the Bay Area, we welcome talented professionals looking to make an impact.
We are seeking an experienced Senior Manager of Customer Support to lead, build, and develop DroneDeploy’s global support function through a time of rapid company growth. Our key initiatives include implementing an Enterprise Support strategy to address the needs of our large and complex customers across several industries, developing and executing on a strategy to address the DroneDeploy single user base (high-velocity sales and service), and creating a globalization model for the Support team. Reporting to the Head of Customer Experience, the Senior Manager of Customer Support will be responsible for up-leveling our support team, processes, and tools to create unforgettable customer and product experiences. We are looking for a data-driven, action-oriented leader who is excited to scale a world-class customer support function in an omni-channel environment. As a key operational leader at DroneDeploy, you will lead by example, exemplify our values, and inspire a team of driven Support associates and specialists to provide our internal and external customers with the best possible support.
You are equal parts big picture thinking, customer-centric, technically savvy, and results-driven. You inspire customer initiatives to make Customer Support accessible and effective, drive team metrics and targets, and build strong cross-collaborative relationships within the Go to Marketing organization and the broader DroneDeploy organization – interfacing regularly with Sales, Solutions Engineering, Professional Services, Marketing, Product, Engineering, and Design – to ensure the success of our customers.
Leverage technology and automation to support a range of customers from single user through to Enterprise
Develop and implement DroneDeploy’s Enterprise Support strategy as it relates to our biggest and most complex SaaS customers, aligning with other GTM and Product leaders where necessary
Develop and execute on a comprehensive self-service strategy to scale the long tail of users, effectively driving down costs while maintaining consistently high CSAT
Co-develop and implement the 24×7 Global strategy for the team to meet the needs of DroneDeploy’s rapidly growing international and Enterprise customer base
Hire, manage, and coach/develop a tiered team of Support professionals through a time of rapid company growth, ensuring alignment with company and team goals
Analyze current Customer Support landscape and optimize tools/processes to improve customer experience and better adoption while scaling and moving the team upmarket
Act as the Voice of the Customer: Effectively trend issues identified and work with Engineering and Product teams to prioritize fixes
Create reporting and dashboards to effectively track and report on core Support metrics, creating strategies to measure alternative metrics and improve metrics where necessary
Define the annual and quarterly goals for the team to align with the broader organizational strategy
Be the escalation point for issues, speaking with difficult or irate customers to ensure prompt communication of status, and set appropriate expectations of actions and timelines
5+ years building and managing a Customer Support team responsible for a technically complex SaaS product with customers ranging from single to thousands of users
3+ years experience in working with Enterprise SaaS customers
2+ years experience in building and managing remote teams in different time zones across the world
Experience in foundationally building a global support team, metrics, tools, and systems
Experience analyzing, capturing, and reporting on service metrics including industry-standard KPIs, their common drivers, and business impact: NPS, CSAT, etc.
Deep experience with SaaS HelpDesk or CRM systems and implementing changes with omnichannel ticketing systems, preferably with Zendesk
Experience with JIRA or other product ticketing tools
Excellent written & verbal communication skills – the ability to explain complicated things simply (verbal, written, presentation) to key stakeholder groups (employees, executives, customers)
Self-Starter – a “make it happen” attitude with a bias towards action
Previous experience with web and mobile-based applications
Experience with drones, photogrammetry, geospatial software such as GIS/CAD production systems, a plus
Experience working with our key verticals: AEC, Energy/Renewables, and Agriculture, a plus
Life at DroneDeploy
Ranked #1 as the Best Place to Work in the Bay, our team is creative, driven, and committed to providing our customers the best drone software platform in the industry. We believe in a work environment that empowers everyone to explore, grow, and make an impact.
Perks & Benefits:
Medical, Dental, Vision
Flexible vacation policy
Weekly virtual yoga classes
Weekly virtual boot camp workout classes
Annual professional development reimbursement
Monthly wellness reimbursement
DroneDeploy is an equal opportunity employer.
All DroneDeploy employees are responsible for assisting in protecting the company and customer data by following information security policies and procedures.