Customer Support Manager

Job description

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 it’s 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.

Location

• Remote: US West/Mountain, Canada

About the Neo4j Customer Support Department: Neo4j Customer Support is a critical driver of customer success and a cornerstone of our long-term customer satisfaction and growth. Our team is dedicated to deeply understanding each customer’s environment, challenges, and goals—ensuring they unlock the full value of their investment in Neo4j.

The Role: The Customer Support Manager is both an operational thought leader and an effective people manager, playing a pivotal role in scaling our support organization to meet growing business demands. At Neo4j, Support Managers operate at both strategic and tactical levels to ensure world-class service delivery. This includes owning and optimizing key areas such as process design and governance, Voice of the Customer initiatives, digital transformation, operational efficiency, and team performance management. Their leadership directly impacts the quality, consistency, and scalability of our customer experience.

Responsibilities:

The Customer Support Manager leads through change with empathy and clarity, understanding the impact of organizational shifts on individuals and teams.. They foster effective communication and cross-functional collaboration, maintain a results-driven mindset, and consistently aim to exceed internal and external benchmarks. With a strong commitment to continuous improvement, they elevate service delivery while setting and upholding high performance standards that align with the organization’s strategic objectives.

• 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.
• Work with each Technical Support Engineer on the team to facilitate their personal and professional growth through goals and initiatives.
• Learn, and continue to learn, the product. Neo4j is a complex technology and supporting our team and customers requires a Support Manager to know the product well. As the product evolves and grows, your knowledge needs to keep up!
• 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.
• Champion Neo4j Customer Support’s KCS approach to case resolution, including encouraging the team to curate our customer-facing knowledge base to enable self-service issue resolution, with a keen eye for ticket deflection and expeditious resolution that delights customers.
• Represent Neo4j Customer Support to customers, prospects, partners, and the Neo4j Community.

Requirements:

• 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
• 5+ 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
• 3+ 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 10% 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.

The annual on target earnings range for this position based in the United States is listed below. This range is an estimate, and the actual on target earnings may vary based on Neo4j’s compensation practices, job related skills, depth of experience, relevant certifications and trainings, in addition to geographic location. Based on the factors above, Neo4j utilizes the full width of the range.

In addition to the range below, US employees are eligible for a stock option grant and certain roles are eligible for an annual bonus. Employees in this position are also eligible to participate in the Company’s standard benefit programs, which currently include the following: medical, dental, and vision benefits, 401(k), paid time off, and certain leaves of absence.

Annual On Target Earnings Range

$120,000—$175,000 USD

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 theprivacy notice regarding Neo4j’s recruitment process to understand how we will handle the personal data that you provide.

More information atwww.neo4j.com.