FinQuery, Formerly LeaseQuery is hiring a
Sr. Manager of Customer Support in Worldwide

Summary

The Senior Manager of Customer Support for SaaS Spend Management will lead strategic initiatives to optimize spend, analyze customer data to identify opportunities for cost reduction and efficiency gains, oversee teams, collaborate with cross-functional departments, make financial and technical decisions, build stakeholder relationships, stay current on industry trends, foster a culture of continuous improvement, and develop talent. The ideal candidate should have a Bachelor’s degree, 10+ years of professional experience, a strong background in SaaS support or spend management operations, proven success in cost reduction and customer satisfaction, excellent communication skills, analytical problem-solving abilities, experience with SaaS spend management software and ZenDesk, and a passion for customer service.

Requirements

• Bachelor’s degree (focus in business, finance, computer science, or other related fields)
• 10+ years of professional experience, including a strong background in SaaS support or spend management operations
• Proven track record of success in SaaS cost reduction, customer satisfaction, and retention improvements
• Strong leadership, team management, and client advocacy skills
• Excellent communication, interpersonal, and presentation skills
• Analytical and problem-solving skills, particularly in the realm of software utilization and licensing
• Ability to prioritize and manage multiple tasks effectively, aligning them with strategic cost-saving goals
• Experience with SaaS spend management software
• Experience with ZenDesk

Responsibilities

• Lead and execute high-impact projects and initiatives that significantly improve the customer experience specifically around SaaS spend management and optimization
• Analyze customer data and trends across SaaS usage patterns to identify strategic opportunities for cost reduction and efficiency gains; develop actionable plans with substantial organizational impact
• Oversee and provide strategic direction to SaaS Spend Customer Support teams, fostering collaboration and ensuring alignment with cost-saving and client satisfaction goals
• Partner with senior leaders and teams across departments (Sales, Finance, Engineering) to drive customer-centricity while promoting SaaS spend awareness and optimization across all touchpoints
• Make strategic decisions regarding customer support strategies, resource allocation, and the selection of SaaS spend management technologies, considering their long-term financial and operational impact
• Build and maintain strong relationships with key internal and external stakeholders, including clients, senior leaders, executives, and relevant industry partners. Advocate for the customer at all levels

Benefits

• Flexible PTO (including 11 holidays and your birthday off)
• 401(k) plan with employer matching
• Great health benefits with multiple plan option
• Option to choose between in office, fully remote, or a hybrid work environment for all employees
• Sabbatical program (4 weeks after 5 years of service)
• Casual dress environment (when in office)
• Catered lunches every Tuesday and Thursday
• Company events each quarter
• Signing stipend for a work-from-home setup
• Free gym membership at our office
• Annual employee development program stipend of $2,000 for each employee
• Flexible parental leave with 10 weeks paid leave for ALL new parents
• Fertility/adoption assistance
• Annual tutoring stipend for your children
• Mentorship program available immediately
• Regular team outings
• Advancement opportunities based on results, not politics
• Culture that emphasizes inclusiveness driven by our REDI Committee