Global Product Support Director, Beamery

• A bachelor’s degree in administration or related field
• Excellent interpersonal and written and oral communication skills
• Ability to lead a team and develop career paths and opportunities
• Knowledge of CRM systems (Zendesk). Ability to serve as POC and enhance internal processes
• Ability to enable your team on product and process

Desirable

• Managing a team of representatives offering customer support
• Overseeing the customer service process. Creating a support framework that offers an excellent customer experience and first call resolution strategies
• Resolving customer complaints brought to your attention
• Creating policies and procedures
• Establishing and delivering on SLA’s
• Planning the training and standardization of service delivery
• Selecting, hiring, and development new staff
• Monitoring the work of individual representatives and of the team
• Conducting quality assurance surveys with customers and providing feedback to the staff
• Possessing excellent product knowledge to enhance customer support
• Maintaining a pleasant working environment for your team. Responsible for performance management, team hiring, team development, and employee engagement
• Lead in the creation and improvement technical support processes and workflows, enhancing our 1st level support
• Partner with our Engineering and Product teams to prioritize customer reported issues & feature requests, identify trends in customer experience, and devise strategies to streamline collaboration across teams
• Partner with the Professional Services, the Customer Success Management, and the Training & Enablement teams to identify customer trends, and create process documentation, help articles to empower Beamery users to troubleshoot questions independently. Develop a deep understanding of your customers’ business, competitors, and industry
• You’ll lead our Global Product Support teams and act as an executive sponsor for our most strategic customers
• This is a rare and exciting opportunity to help shape how Beamery evolves in our next stages of growth and bring your expertise and innovative ideas to life
• You'll have the opportunity to develop the operational blueprint for Beamery’s support model and build to deliver customer excellence as we scale
• You will be accountable for your team’s performance against KPIs and customer SLA’s (eg: time to first response, time to resolution), partner with our most strategic customers post-implementation during the hyper-case phase, and for ensuring every customer interaction leads to enhanced adoption of Beamery’s features and functionality
• You will report to our Global VP of Customer Success
• You will manage a team of representatives who will offer excellent customer service and after-sales support
• You will create policies and procedures and oversee the customer service provided by the team
• You will be responsible for the selection of staff in the hiring process and ensure that a standardized level of service is maintained for all customers
• To be successful as a product support leader, you should display excellent interpersonal and communication skills as well as a professional appearance
• These skills will prove invaluable when mentoring the representatives in your team and mediating with customers
• An outstanding customer support executive should possess a proven track record of successful customer service and management skills