Director of Support
Presentation software that brings your ideas to life and makes you a great presenter
Prezi is disrupting the way businesses communicate internally and externally. We’re passionate about storytelling, and helping our customers build moving stories. Prezi is a cloud-based visual communication platform that intersects with the office productivity and collaboration technology stack.
We are looking for a passionate support director in a VC backed SaaS company, based out in Budapest with team members in both the SF and Budapest office. The support teams work across a variety of channels, including community, social, phone, chat, and email. In leading support, you will have the chance to work with a company that has a global footprint, and over 85M+ registered users. It also supports:
- Over 200M online, searchable Prezis
- 10k+ registered enterprise accounts
- Millions of prezi.com website visits per day
Additionally, Prezi just initiated a major product and company expansion phase, and this means the support organization will need to evolve with that. We’ll be testing different approaches to help our business users adopt the product while improving the productivity of the team through technology, systems, and processes.
The Director of Support is responsible for all aspects related to our global support organization which is the face of Prezi to our broad customer base of individuals and team users. Our product has a strong self-service funnel and continues to grow in businesses and organizations as we have invested heavily in the sales and customer success organization.
We have a few strategic pillars going into 2018 and beyond, and looking for a strong leader that can take the vision and execute. We will be continuously learning and testing new and innovative ways to enable our users to adopt and use the prezi platform.
Have a data-driven approach with a strong understanding of the operations and systems that drive the support organization. Look for and execute on opportunities to help make our support team more productive and efficient.
Support Strategy and Tactics
Develop and evolve support strategy to achieve growth goals - fast resolution, adoption, retention, and customer delight. Determine how where and how resources and capital should be allocated and invested in order for our customers to get the most out of the product. Experiment with new technologies that can provide targeted and relevant support at scale.
Coaching and Mentoring
Help the support team grow both personally and professionally. Ensure as the business grows, the team works effectively and efficiently.
Build a world-class support organization. Create a structure and culture that is fun, high-paced, and collaborative.
Amplify Voice of Customer with the Company and key stakeholders
Partner with cross-functional leaders to drive and amplify the customer voice into the company and the product organization.
Strong candidates will have capabilities and experience in the following:
Management of a support team
Managing a global support team that supports both a global base of customers, ideally both individual consumers and business users.
Support a global footprint of customers
Experience in building a support team that manages a large base of customers, which includes individuals as well as teams in businesses.
- Succeeded at a Sr. Mgr or Director level of a high growth organization.
- Built and managed a global team of high performing support managers and team members
- Coached and mentored a team through significant career and personal development
- Use analytics to understand customer success metrics and support agent productivity.
- Lead the operation of a support technology stack (ie. Zendesk, CRM, Salesforce)
- Strong problem-solving abilities
Prezi is the cloud-based presentation platform that helps you connect more powerfully with your audience. Unlike traditional slides, Prezi’s open canvas allows you to navigate through topics freely, encouraging interaction and collaboration between you and your viewers. The result is conversational presentations that are more natural, more engaging, and more memorable.
Want to learn more about Prezi? Visit Prezi's website.
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