{"id":3513,"date":"2019-12-09T11:24:02","date_gmt":"2019-12-09T08:24:02","guid":{"rendered":"https:\/\/www.nanodems.com\/security\/?p=3513"},"modified":"2020-01-09T14:32:40","modified_gmt":"2020-01-09T11:32:40","slug":"technical-support-team-lead","status":"publish","type":"post","link":"https:\/\/www.nanodems.com\/security\/technical-support-team-lead\/","title":{"rendered":"Technical Support Team Lead ND-MENA202008"},"content":{"rendered":"<p><strong>Responsibilities&amp;Duties;<\/strong><\/p>\n<ul>\n<li>\u00b7 Identify customer needs and collaborate with other internal teams to ensure customer success with special emphasis on adoption, expansion and renewals<\/li>\n<li>\u00b7 Partner with the Sales organization to engage in pre-sales activities for high value opportunities<\/li>\n<li>\u00b7 Provide operational oversight of the business to deliver on targets<\/li>\n<li>\u00b7 Prioritize where we invest our resources and efforts with customers<\/li>\n<li>\u00b7 Hire, coach, train and develop a team of customer success<\/li>\n<li>\u00b7 Lead the Customer Success team to ensure that each CSM is successful and driving the team towards key performance metrics<\/li>\n<li>\u00b7 Coach and mentor a team to provide the ultimate experience for customers<\/li>\n<li>\u00b7 Communicate thoughtfully to provide resolutions to questions for both technical and non-technical end users<\/li>\n<li>\u00b7 Handle customer situations directly<\/li>\n<li>\u00b7 Resolve escalated customer complaints and provide support &amp; guidance on non-technical related questions (e.g: marketing, sales)<\/li>\n<li>\u00b7 Drive thoughtful and effective communication with both customers and teams.<\/li>\n<li>\u00b7 Create, iterate and document support processes, policies, and standards<\/li>\n<li>\u00b7 Set clear goals and drive ongoing improvements to team operations and product utilization.<\/li>\n<\/ul>\n<p><strong>Requirements;<\/strong><\/p>\n<ul>\n<li>\u00b7 5+ years of customer success experience, in a management role<\/li>\n<li>\u00b7 Excellent communication skills both with customers and within an organization<\/li>\n<li>\u00b7 Strong track record of identifying customer needs and successfully implementing long-term software solutions<\/li>\n<li>\u00b7 Strong track record of defining and executing against key performance indicators<\/li>\n<li>\u00b7 Ability to build trust and rapport with a customer success team<\/li>\n<li>\u00b7 Ability to challenge team members and be challenged to achieve team goals<\/li>\n<li>\u00b7 Proactive interest to increase customer satisfaction and deepen customer relationships<\/li>\n<li>\u00b7 Comfortable and willing to be a hands-on contributor, on-site with customers<\/li>\n<li>\u00b7 Written and spoken fluency in English<\/li>\n<\/ul>\n<p><strong>Nice to Have;<\/strong><\/p>\n<ul>\n<li>\u00b7 Experience in providing pre\/after sales technical support<\/li>\n<li>\u00b7 Professional experience providing support for a software product<\/li>\n<li>\u00b7 Being familier with concepts like; CCTV, PSIM, VMS, DVR, NVR<\/li>\n<li>\u00b7 Corporate account management experience<\/li>\n<\/ul>\n<p>Please send your cv to hr@nanodems.com with\u00a0 ND-MENA202008\u00a0title<strong>.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Responsibilities&amp;Duties; \u00b7 Identify customer needs and collaborate with other internal teams to ensure customer success with special emphasis on adoption, expansion and renewals \u00b7 Partner with the Sales organization to engage in pre-sales activities for high value opportunities \u00b7 Provide operational oversight of the business to deliver on targets \u00b7 Prioritize where we invest our [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":3609,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[89],"tags":[],"class_list":["post-3513","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-careers"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/posts\/3513"}],"collection":[{"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/comments?post=3513"}],"version-history":[{"count":5,"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/posts\/3513\/revisions"}],"predecessor-version":[{"id":3573,"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/posts\/3513\/revisions\/3573"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/media\/3609"}],"wp:attachment":[{"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/media?parent=3513"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/categories?post=3513"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.nanodems.com\/security\/wp-json\/wp\/v2\/tags?post=3513"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}