Enterprise Support Manager (Retention Division)

Hi there!
We are Semrush, a global IT company developing our own product - a platform for digital marketers. New stars are born here, so don't miss your chance.
This is our Enterprise Support Manager rolefor those who are goal and success-oriented.

• Provide high-quality and personalized support to both customers and multiple internal stakeholders, proactively focusing on problem-solving aspects.

• Collaborate with Product Marketing, Customer Success, and Solution Sales teams and their leadership to support the most efficient product and process development.

• Maintaining an internal and customer-facing knowledge base.

• Guide the team on escalated issues, leveraging resources effectively, and managing Semrush clientscommunication and expectations.

• Utilize sound business judgment and risk avoidance strategies, coordinating team efforts to solve problems promptly.

• Drive continuous improvement initiatives within the Enterprise Solutions support function.

• Foster and maintain Semrush's culture and core values.

• Contribute to the development of a 24x7 global coverage plan.

• 3+ years technical experience in product support, customer success, account management, or consulting, preferably in a SaaS and/or SEO/Digital Marketing environment.

• Experience working with Account Executives/Account Managers and Customer Success functions in a SaaS environment.

• Bachelor's Degree in a technical discipline or equivalent experience.

• Experience supporting enterprise marketing technology solutions and documenting customer facing material is a plus.

• Proven track record of success in achieving goals, metrics, and performance targets in a hyper-growth environment.

• Strong understanding of standard support metrics, including Initial Response, SLA, TTR, CSAT, and NPS.

• A customer-first mentality with the ability to prioritize and escalate customer issues appropriately.

• Demonstrated success in handling escalations and resolving issues at the executive level.

• Ability to engage and influence across various business functions, gaining consensus to develop action plans in complex environments.

• Ability to foster change and navigate ambiguity with a commitment to action-oriented solutions.

• Reputation for fairness, dependability, and adherence to high ethical standards.

• Ability to assess and manage high-stress situations quickly and effectively.

• Willingness to listen to feedback and develop improvement plans accordingly.

• Basic knowledge in databases, SQL and programming.

• You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it's not worth wasting time on something you don't believe in; and enthusiasm for Constant Changes, because we are always looking to make things better.

• This offer stands for remote work format. But you are always welcome in our offices, for work or fun times.

• Low cost medical, dental, and vision plans

• Dependent Care Savings Accounts and Flexible Spending Accounts

• Employee Assistance Program

• 401(k) plan with flexible ways to save and fully vested employer match up to 4%

• Unlimited PTO

• Paid parental leave

• Short-term and Long-term Disability

• Accidental death and dismemberment (AD&D) insurance, Life Insurance

• Travel Insurance

• Corporate Events

• Snacks, coffee, tea

Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media and competitive research campaigns and get measurable results from online marketing.

We've been developing our product for 16 years and have been awarded G2s Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.

10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people around the world are working on its development. The Semrush team is constantly growing.

Our new colleague, we are waiting for you!
Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws. All employment decisions are based on business needs, job requirements, merit, and individual qualifications.