Head Of Customer Support (BB-2935B)

Found in: Talent IN

Job Description Effective technical support delivery Define, execute, and drive forward department and companies OKRs and organize resources to meet regional teams targets, having in mind customers needs and Infobip business strategy and attain quarterly support package revenue targets on regional level Ensure High Customer Satisfaction and Advocacy Accountable for the highest quality standards in technical service and support with collaboration of regional leadership of all Infobip functions to ensure world-class customer experience and to nurture relationships with key stakeholders from customer and partner side (executive level) Increase the Value of Infobip Service for Customers Influence monetization of support packages in existing customer base and new revenue opportunity creation through customer support generated leads. Cooperate with Revenue, Customer Success and Professional Services organizational units to promote user adoption and effective use of Infobip solutions, and support renewal efforts Lead and manage high-performing Technical Support team Hire, train and manage team of new and experienced resources to fulfill business objectives with high productivity, engagement, and retention within regional team. Ensure growth and development opportunities for all team members and handle day-to-day team management tasks (vacation scheduling, expense reports, time entry, etc.) Qualifications Bachelor or masters degree in computer science or technology; preferably MBA 15 years of experience in technical support with strong product domain knowledge with minimum 6 years of experience in leadership Experience with SAAS background in enterprise-level preferred. A proven focus on results and execution, with motivation to manage multiple projects simultaneously and drive projects and your team members to results Ability to work effectively with a cross-functional and geographically dispersed team and customer base A data driven approach, clear on KPIs, and strong understanding of customer journey Leading by example You strive your team to be focused, result-oriented, forward thinking and always testing new opportunities. Build on a culture of ownership, passion and successfully crossing the finish line as a team The ability to attract and develop talent, create a culture of collaboration and teamwork that fosters open communication and organizational flexibility Outstanding communication and negotiation skills towards your clients, partners, and colleagues and a great command of English

calendar_today3 days ago


info full time

location_on Pune, India

work Infobip

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