Responsibilities

People Management
You lead a team/ group of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people

Response and Resolution
You manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.

Readiness
You ensure your team has the technical skills required to provide a great customer experience and you collaborate with engineering /product teams to fill document gaps regarding new and existing technology

Product/Process Improvement
You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements

Business Integration
You identify opportunities to collaborate effectively across other teams and organizations to enable a great customer experience

Qualifications

Requirements
7+ years operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years operational excellence, delivery management, account management, sales, or vendor management experience.
• 3+ years experience of managing people.

Desirable Experience
• Strong customer service, communication, and interpersonal skills 
• Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
• Flexibility and ability to adapt to ambiguous and changing situations 
• Ability to manage high pressure situations

Language Qualification
English Language: fluent in reading, writing and speaking.