Manager, Customer Operations

| Chicago | Hybrid
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Tegus is the leading market intelligence platform for key decision makers. We power some of the world’s most well-respected institutional investors, corporations, and consultancies through the largest and most comprehensive database of primary and market information. Our products and services enable clients to discover unmatched insights and answers to the most challenging questions they face to help them make better informed decisions.


The mission for this role is to motivate, manage, and incentivize a team of 8-12 Analysts & Account Managers to deliver exceptional service to every customer in their book. This is achieved via strong internal and external stakeholder communication, effective prioritization and execution of project requests, and monitoring quantity, quality, and speed of expert recommendations. The Manager will be responsible for coaching Analysts on achieving and exceeding their monthly call quotas and providing exceptional service in a fast-paced, high energy, and collaborative environment while modeling and instilling Tegus’ values and culture throughout their team. This person will also coach Account Managers to identify opportunities in order to increase engagement and call volume within their customer base in a high-energy and collaborative environment while modeling and instilling Tegus’ values and culture in their team.


Responsibilities

  • Develop, manage, and incentivize Analysts & Account Managers in achieving and exceeding key metrics.
  • Coach Analysts & Account Managers to deliver unmatched service and communicate professionally with customers and experts. 
  • Interview, hire, and develop (post-onboarding training) a team of Analysts who ramp to full contribution within 12 weeks.
  • Compile weekly/monthly team reports, conduct 1:1’s, and conduct regular quality assurance reviews.
  • Work closely with Senior Managers/Director of Operations to provide feedback and execute on department-wide initiatives.

Qualifications

  • Prior experience managing and leading a team.
  • Ability to effectively train, coach, and mentor a team to ensure delivery of world-class service.
  • Ability to interact effectively with all levels of management and with multiple departments.
  • Excellent interpersonal and communications skills.
  • Get-it-done mindset: able to handle stress well, humble, and scrappy.
  • An open-minded and curious listener who is able to pick up context quickly and can navigate ambiguity to get to the heart of the problem.
  • Self-starter attitude who can initiate and drive projects to completion with minimal guidance.
  • Ability to handle multiple tasks and assume responsibility for quality results with minimal supervision.
  • Bachelors Degree Preferred.

Benefits & Perks

  • Comprehensive medical and dental plans. 401K plan with an employer match.
  • Paid parental leave for all parents.
  • All employees are granted equity through our Restricted Stock Units (RSU) Program.
  • Unlimited paid vacation, flexible work hours, and 10 observed paid holidays per year.
  • Employer funded long-term disability.
  • Fantastic culture with regular virtual company-wide events, including cooking classes, yoga, meditation and more.
  • Generous employee referral bonus program.
  • The opportunity to attend peer-nominated quarterly DEI events.
  • Working for a thriving, performance-based company that values promoting from within, career advancement and transparency.
  • Work from our state of the art office in the heart of Chicago’s Loop featuring standing desks, mother rooms, gender neutral bathrooms, subsidized gym access, and full amenity floor.
  • Commuter benefits & a fully stocked kitchen with rotating snacks and beverages.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Tegus we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.


Tegus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. In addition to federal law requirements, Tegus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Tegus expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.

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Technology we use

  • Engineering
  • Sales & Marketing
  • People Operations
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • VueJSLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • HubSpotEmail
    • ZoomInfoLead Gen
    • SlackCollaboration

Location

Centrally located in the Loop with convenient access to all public transportation. We are a quick walk to the State/Lake Stop (Brown, Green, and Orange Lines), Lake Street Red Line & Chicago's Ogilvie and Union Stations.

An Insider's view of Tegus

How do you collaborate with other teams in the company?

Collaboration is ingrained in how we innovate and ensure we are focused on solving the problems with the biggest impact for our product. Every team member at Tegus is invested in building a world-class product and leads with transparency and open communication to facilitate cross-functional collaboration.

Kelly Bishop

Director, Product

How has your career grown since starting at the company?

I'm going into my fourth year at Tegus and it's been nothing short of spectacular. The ability to work with and within different departments has been instrumental to my career growth. I've had the opportunity to work both as an individual contributor and also be a leader within my team.

Thabo Mochebelele

Senior Business Development Representative

What unique initiatives do you have that encourage innovation?

At Tegus, we believe innovation is a function of culture, action-orientation, and intense customer focus. Sure there can be some great tactics and initiatives you can implement to promote innovation - hackathons, being receptive to feedback, allowing our teams to explore outside their core day-to-day - but in our mind innovation stems from culture.

Tom Elnick

Co-Founder & Co-CEO

What's the biggest problem your team is solving?

The most significant problem we're solving is the seamless integration of growth with knowledge. It's about ensuring that as Tegus expands, every team member is empowered with the right information at the right time, in the right way. This is the essence of enablement, & I'm deeply invested in turning this vision into our shared reality.

Emmanual (Manny) Foster

Senior Manager, Sales Enablement

What are Tegus Perks + Benefits

Tegus Benefits Overview

Benefits & Perks:
- Comprehensive medical, dental, and vision plans.
- 401(k) plan with an employer match.
- Paid parental leave for all parents.
- Unlimited paid vacation, flexible work hours, and 10 observed paid holidays per year.
- Employer funded long-term disability.
- Fantastic culture with regular virtual company-wide events, including cooking classes, yoga, meditation and more.
- Generous employee referral bonus program.
- The opportunity to attend peer-nominated quarterly DEI events.
- Working for a thriving, performance-based company that values promoting from within, career advancement and transparency.
- Work from our state of the art office in the heart of Chicago’s Loop featuring standing desks, nursing parent rooms, gender neutral bathrooms, subsidized gym access, and full amenity floor.
- Commuter benefits & a fully stocked kitchen with rotating snacks and beverages.

Culture
Volunteer in local community
Partners with nonprofits
We facilitate and match donations to select non-profits. Additionally, we collaborate with partners to support our DEI efforts
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Employee awards
Flexible work schedule
Diversity
Documented equal pay policy
Highly diverse management team
The leadership team is 40% female and 20% people of color.
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
We have identified four goals (through a committee that represented 25% of the company at the time) around diversity, equity and inclusion with measurable outcomes that we will report on annually.
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Team workouts
Our in-office yoga has turned into virtual yoga and meditation classes during quarantine.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Quarterly bonuses are available for most roles for exceptional performance.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Employees receive 10 days per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Recreational clubs
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Customized development tracks

Additional Perks + Benefits

Perks are often employee-driven. We value feedback and do our best to ensure we are creating the best environment to have our employees thrive.

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