Senior Manager, Technical Support at Neo4j

About Neo4j: Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden patterns and relationships across billions of data connections deeply, easily, and quickly. Customers use Neo4j to gain a deeper understanding of their business and reveal new ways of solving their most pressing problems. Over 84% of Fortune 100 companies use Neo4j, along with a vibrant community of 250,000+ developers, data scientists, and architects across the globe. At Neo4j, we’re proud to build the technology that powers breakthrough solutions for our customers. These solutions have helped NASA get to Mars two years earlier, broke the Panama Papers for the ICIJ, and are helping Transport for London to cut congestion by 10% and save $750M a year. Some of our other notable customers include Intuit, Lockheed Martin, Novartis, UBS, and Walmart. Neo4j experienced rapid growth this year as organizations looking to deploy generative AI (GenAI) recognized graph databases as essential for improving its accuracy, transparency, and explainability. Growth was further fueled by enterprise demand for Neo4j’s cloud offering and partnerships with leading cloud hyperscalers and ecosystem leaders. Learn more at neo4j.com and follow us on LinkedIn. Our Vision: At Neo4j, we have always strived to help the world make sense of data. As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive. About the Neo4j Customer Support Department: Neo4j Customer Support is an integral to customer success, and a key foundation for the long-term success and satisfaction of our growing customer base. Neo4j Customer Support works on deeply understanding our customers' environments, questions, and issues to ensure they get the most out of their investment in Neo4j. The Role: The Customer Support Sr. Manager is an operational thought leader as well as a people manager who will help our growing organization reach the next level. The Sr. Manager functions at a strategic and operational level to ensure all aspects that impact Service Delivery are managed appropriately. Examples include but are not limited to process development and adherence, voice of the customer programs, digital transformation, tool creation and optimization, operational efficiency, and team performance oversight. Responsibilities: The Customer Support Sr. Manager will effectively manage organizational change in the workplace and understand how change affects employees. She/he facilitates improved communication and collaboration across the organization, maintains a results focused approach for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement while setting and maintaining high performance standards for self and others that support the organization’s strategic plan. • Ensure that Neo4j Customer Support continues to meet and exceed the challenges and demands of our customers, by managing global support coverage, weekend/holiday on-call schedules, escalation policies, and other similar programs. • Manage all customer channels and related processes / procedures to ensure a rich and consistent experience for our customers, and efficient workflow for the support team. • Monitor, report on and action weekly, quarterly and yearly support metrics within Neo4j, and as appropriate with specific customers based on contractual obligations. • Ensure Neo4j Customer Support is in compliance with customers and regional security policies and regulations, and update/implement policies to meet such needs. • Collect, analyze and report on DBaaS Support KPIs, maintaining high levels of customer satisfaction • Drive operational improvements by collecting and analyzing both metrics and customer feedback on a continual basis • Represent Neo4j Customer Support to customers, prospects, partners, and the Neo4j Community. Ideally, you should have: • Bachelor’s degree in Business or Technology, or higher or equivalent combination of education and experience and training. Master's degree preferred • Strong project management skills with the ability to tap into cross-functional support seamlessly • 7+ years of experience in a Technical Support or Support Operations leadership role • Collaborates effectively within Customer Success, Product Management, Product Engineering, and other Neo4j teams to understand and resolve issues impacting customer time to value • 5+ years of experience with design and implementation of onboarding and continual skill development for technical support • Certification in Agile, ITSM , Lean or Six Sigma preferred • Leadership work experience that highlights an extensive history working to build, maintain, streamline, and improve processes, procedures, policies, tools, product offerings, and the overall customer experience. • Demonstrated work experience highlighting effective communication, collaboration and negotiation skills with all levels internal and external stakeholders • Requires occasional travel, up to 25% expected • Working cross-functionally to define and drive program(s) based on analytics to address customer needs. • Ultimately excited to look at metrics of success to anchor your work, and willingness to learn and change based on results. Openness to trying new ideas, push agencies to help ideate, and bring the internal and external contributors along with you. Why Join Neo4j? Neo4j is, without question, the most popular graph database in the world. We have customers in every industry globally, and our products are a proven product/market fit. Joining our team is an opportunity to shape the future of data and analytics. Below are just a few exciting facts about Neo4j. • Neo4j is one of the fastest-scaling technology companies in this industry. It recently surpassed $200M in annual recurring revenue (ARR), doubling its ARR over the past three years. • Raised the biggest funding round in database history ($325M Series F). Backed by world-class investors like Eurazeo, GV (formerly Google Ventures), and Inovia Capital, Neo4j has raised over $600M in funding and is currently valued at over $2Bn. This puts Neo4j among the most well-funded database companies in history. • 84% of the Fortune 100 and 58% of the Fortune 500 use Neo4j. Examples include Boston Scientific, BT Group, Caterpillar, Cisco, Comcast, Department for Education UK, eBay, NBC News, Novo Nordisk, Worldline, and others. • Co-founder and CEO Emil Eifrem has built an amazing culture that prides itself on relationships, inclusiveness, innovation, and customer success. • Countless industry awards. Massive enterprises and individual developers/data scientists love Neo4j. A strong sense of community and ecosystem is built around the platform. • A recent Forrester Total Economic Impact™ Study cited Neo4j as delivering 417% ROI to customers. • Neo4j was named as a Visionary in the 2023 Gartner® Magic Quadrant™ for Cloud Database Management Systems among 19 other recognized global DBMS vendors. Neo4j was also ranked as a Strong Performer among 14 top vendors in The Forrester Wave™: Vector Databases, Q3 2024. Research shows that members of underrepresented communities are less likely to apply for jobs when they don’t meet all the qualifications. If this is part of the reason you hesitate to apply, we’d encourage you to reconsider and give us the opportunity to review your application. At Neo4j, we are committed to building awareness and helping to improve these issues. One of our central objectives is to provide an inclusive, diverse, and equitable workplace for everyone to develop their potential and have a positive, career-defining experience. We look forward to receiving your application. Neo4j Values: Neo4j is a Silicon Valley company with a Swedish soul. We foster collaboration and each of us is empowered to contribute and put our innovative stamp on projects. We hire candidates who reflect the following Neo4j core values: (we)-[:VALUE]->(relationships) (we)-[:FOCUS_ON]->(userSuccess) (we)-[:THRIVE_IN]->(:Culture {type: [‘Open’, ‘Inclusive’]}) (we)-[:ASSUME]->(:Intent {direction:’Positive’}) (we)-[:WELCOME]->(:Discussions {nature: ‘IntellectuallyHonest’}) (we)-[:DELIVER_ON]->(ourCommitments) Neo4j is committed to protecting and respecting your privacy. Please read the privacy notice regarding Neo4j's recruitment process to understand how we will handle the personal data that you provide. More information at www.neo4j.com.