Customer Support & Success Manager – Leader
YOU ARE CUSTOMER-CENTRIC. YOU ARE THE VOICE OF THE CUSTOMER. YOU TRACK, FOLLOW-UP, and GET THINGS DONE!
1) You lead the Support Team – A Growing L1/L2/L3 team.
2) You manage Customer Deployments, Migrations and replacements.
3) You manage all support queues, assignment, and touch points.
While not a specifically technical role, you are highly organized, have managed customer support and/or customer success teams. Understand the process (and make ours better) for deployments of Cloud-SaaS based technologies – and on premise deployments of hardware. We have all types in play here – so omni-skilled and experienced is key for us.
You manage customer satisfaction in many aspect, and act as liaison between all levels of support, management and customer. Prioritize, escalate, mediate and ultimately satisfy all stakeholders in the technical support realm. Able to take on tickets yourself – you jump in to properly communicate and clearly find a path to resolution.
Most importantly – a desire to be part of a growing, exciting, high energy, very high tech company.
You love working in a team, highly collaborative, can use all tools (Telephone!!!, Slack, GIT, JIRA, etc.).