Technical Support Team Lead ND-MENA202008

Responsibilities&Duties;

· Identify customer needs and collaborate with other internal teams to ensure customer success with special emphasis on adoption, expansion and renewals
· Partner with the Sales organization to engage in pre-sales activities for high value opportunities
· Provide operational oversight of the business to deliver on targets
· Prioritize where we invest our resources and efforts with customers
· Hire, coach, train and develop a team of customer success
· Lead the Customer Success team to ensure that each CSM is successful and driving the team towards key performance metrics
· Coach and mentor a team to provide the ultimate experience for customers
· Communicate thoughtfully to provide resolutions to questions for both technical and non-technical end users
· Handle customer situations directly
· Resolve escalated customer complaints and provide support & guidance on non-technical related questions (e.g: marketing, sales)
· Drive thoughtful and effective communication with both customers and teams.
· Create, iterate and document support processes, policies, and standards
· Set clear goals and drive ongoing improvements to team operations and product utilization.

Requirements;

· 5+ years of customer success experience, in a management role
· Excellent communication skills both with customers and within an organization
· Strong track record of identifying customer needs and successfully implementing long-term software solutions
· Strong track record of defining and executing against key performance indicators
· Ability to build trust and rapport with a customer success team
· Ability to challenge team members and be challenged to achieve team goals
· Proactive interest to increase customer satisfaction and deepen customer relationships
· Comfortable and willing to be a hands-on contributor, on-site with customers
· Written and spoken fluency in English

Nice to Have;

Please send your cv to hr@nanodems.com with ND-MENA202008 title.

Technical Support Team Lead