Responsibilities

• People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/ retaining great people.
• Response and Resolution: You impact the customer relationship through managing Technical Support delivery 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 partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness 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 with other teams and organizations to enable a great customer experience.

Qualifications

Required Qualifications:
• 7+ years of operational excellence, delivery management, account management, sales, or vendor management experience
o OR a 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
o OR equivalent experience
• 3+ years’ experience of managing people

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