QueueBuster - Head - Technical Product Support (12-15 yrs)
1 month ago
The Head of Product Support team is expected to lead the lead the function with vision and strategy to provide customers with a voice, support, guidance and knowledge resources that will facilitate their objective of using company's products and services and drive sales & revenue.
Primary Responsibilities -
- Setting the strategy and prioritizing Objectives and Key Results (OKRs) while leading the Customer Success teams.
- Deploying programs to help promote company value with customers, customer goal attainment, new features, and new use-cases; and designing the customer journey to assist drive customer lifetime value. cooperating across teams to discover and develop opportunities for customer growth
- By developing a customer-centric perspective across the organization, you may represent the customer's voice and influence internal stakeholders.
- Create a global professional services company to assist customers with anything from onboarding and training to multi-stage, long-term digital transformation projects.
- Working collaboratively with the sales teams to connect with executives at potential and current clients to identify goals.
Educational and Experience Requirements-
- 10+ years of experience leading and managing large Customer Success and/or Services teams in a 24X7 dynamic environment.
- Bachelor's/Master's degree in Computer Science is a must, an MBA is preferred.
- Ability to manage and guide the technical support function, with experience in L1/L2/L3 escalation handling.
- Ability to drive cross-functional efforts, you must be an effective and productive collaborator.
- Ability to move rapidly and adapt.
- The ability to make data-driven decisions while also being willing to experiment and repeat
- Ability to communicate with clients in their own language and explain the technicalities.
- Customer experience, professional services, and customer support are all part of a solid strategic goal.
- The capacity to design services and support delivery methods that correspond with present client segments, create customer value, and scale to meet growth predictions.
- Listening skills, humility and empathy.
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