Technical Support Team Lead

support-04

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;

  • · Experience in providing pre/after sales technical support
  • · Professional experience providing support for a software product
  • · Being familier with concepts like; CCTV, PSIM, VMS, DVR, NVR
  • · Corporate account management experience

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