EMEA Customer Support Director — Lead & Strategize

Pitchbook; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Private medical insurance

Life cover

Paid sabbatical after four years

Paid parental leave

Robust training programs

Minimum 25 days annual leave

Job summary

PitchBook, a Morningstar company, seeks an experienced Account Management & Customer Success leader in London to drive regional strategy and manage a team of Customer Support Managers across EMEA. You will coach, hire, and develop talent while aligning with global goals to enhance customer outcomes.

The role requires in-person office presence in London five days a week and a client-first mindset with strong communication skills.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 5+ years of professional management or team lead experience in a Customer Support or Operations environment.
• Must be authorized to work in UK without visa sponsorship now or in the future.

Responsibilities

• Manage a team of Customer Support Managers in EMEA to achieve global SLA goals.
• Provide coaching and career development for team members as needed.
• Maintain regular 1:1s with Customer Support Managers to recap performance and identify improvements.
• Develop the EMEA regional support strategy with the Global Director, Customer Support.
• Set hiring strategy for the EMEA region of the Customer Support organization.
• Design onboarding and trainings with the People Development team.
• Coordinate regional schedule with the Global Director, Customer Support for business hours coverage.
• Serve as escalation point for critical client questions and coordinate with reports to resolve issues.
• Assist with ongoing financial market and product trainings with Training Program Manager.
• Cross-collaborate with Product, Research to provide feedback and improve processes.
• Own large projects of strategic importance and drive product/process improvements.
• Conduct biweekly regional meetings to share best practices and metrics.

Skills

Team leadership

Communication

Customer focus

Workflow optimization

Prioritization

Education

Bachelor’s degree in Business or related field

Tools

Salesforce

Microsoft Office

Job description

PitchBook, a Morningstar company, seeks an experienced Account Management & Customer Success leader in London to drive regional strategy and manage a team of Customer Support Managers across EMEA. You will coach, hire, and develop talent while aligning with global goals to enhance customer outcomes.

The role requires in-person office presence in London five days a week and a client-first mindset with strong communication skills.