Certinia · 3 hours ago
Manager, Customer Care
United States
Full-time
Remote
Mid Level
$86K/yr - $107K/yrCertinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations. The Manager of Customer Care is responsible for leading a global team of Customer Care Managers, ensuring effective management of customer escalations and maintaining customer confidence during critical situations.
AccountingCloud ComputingEnterprise Resource Planning (ERP)Financial ServicesHuman ResourcesProfessional ServicesSaaSSoftware
Responsibilities
Lead, coach, and support a global team of Customer Care Managers
Provide day-to-day direction, prioritization, and guidance across active customer escalations
Act as an escalation point for complex, high-impact, or stalled situations, helping remove blockers and drive alignment
Directly manage assigned high-risk or executive-visible escalations, as needed
Provide timely, transparent, and professional communication to customers, including executive stakeholders, ensuring expectations are clearly set and met
Ensure clear next steps, ownership, and follow-through across Support Analysts, Product Support Engineers, Customer Success, Professional Services, and Product/Engineering teams
Review and guide customer-facing communications to ensure accuracy, consistency, and appropriate tone
Partner with Customer Success, Support, and Sales teams to assess customer impact, sentiment, and escalation risk
Identify recurring themes, risks, or process gaps across escalations and surface insights to leadership
Support the continued refinement of Certinia’s escalation processes, documentation, tooling, and reporting
Qualification
Required
Experience managing customer-facing escalations or complex customer issues within a technology, SaaS, or enterprise software environment
Prior people-management experience, or demonstrated readiness to develop people-management skills
Ability to participate effectively in internal swarms and cross-functional working sessions to drive accountability and progress
Excellent written and verbal communication skills, with the ability to engage effectively with both customer and internal stakeholders, including executive stakeholders
Strong organizational and prioritization skills, with the ability to manage team workload and multiple escalations simultaneously
Ability to collaborate effectively across Support, Product, Engineering, Professional Services, and Customer Success teams
Sound judgment and problem-solving skills in high-pressure or time-sensitive situations
Comfort working with ambiguity and shifting priorities
A customer-focused mindset grounded in professionalism, empathy, and accountability
Company
Certinia
Certinia is the platform for services business, connecting everything from opportunity to renewal.
Founded in 2009
1001-5000 employees
H1B Sponsorship
Certinia has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
Funding
Current Stage
Late StageTotal Funding
$193.94MKey Investors
TA AssociatesTCVAdvent International
2024-11-19Private Equity
2023-07-26Acquired
2021-04-01Series Unknown
Leadership Team
Deb Ashton
Founder; SVP, Customer Experience & Operations
Recent News
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Company data provided by crunchbase