Customer Support Director, Movella
Full-stack hardware and software firm
Be an early applicant
Full-stack hardware and software firm
201-500 employees
Be an early applicant
201-500 employees
Company mission
To digitize movement so that people can extract meaning and impact positive change.
Role
Who you are
- Movella is looking for an experienced Customer Support Manager, preferably coming from a fast-paced similar high-tech environment
- You will come with a proven Playbook to improve current processes and methodologies, expertise using a wide range of tools and an obsession for managing by metrics to improve the quality, performance, and economics of providing support
- You’ll also need the gravitas to inspire our team and gain the support from stakeholders to make necessary changes
- This position requires an intelligent, analytical leader to be a true ‘driver’ of change
- The candidate must have a strong technical acumen, and the ability to communicate effectively across all functional disciplines, at all levels, and across cultures within Movella and customer organizations
- Master’s degree in Engineering or equivalent
- Min. 5 years’ experience and proven success in international B2B technical support roles
- Min. 2 years’ experience in leading international technical sales support teams
- Technical background and/or experience w.r.t. relevant fields
- Experience with 3D motion tracking, inertial sensor modules, biomechanics or agile development is considered an advantage
- Excellent presentation skills
- The ability to plan and execute on a tight schedule
- Ability to work independently to solve problems, looks for opportunities to take on more responsibility
- Fluency in English is a must, other languages a plus
- Customer-focused and service-minded
- Willing and capable to divide your time in 3 regions to support the global team
What the job involves
- We are looking for an experienced Customer Support Director to up our game, and take our 16-member international Technical Support team to the next level
- Reporting to the CEO, the Customer Support Director and the team will work in close cooperation with our Line of Business Directors and our global sales team to support overall business growth and customer satisfaction across all of Movella’s Product Lines
- As an experienced candidate you will be accountable for advising the CEO on the measures needed to deliver world class customer support
- Moving forward, we expect the successful candidate to explore the possibilities to introduce elements of customer success to improve our customer relationship with the intent to grow revenue
- Build, lead and coach the global team in their efforts to help us grow the business
- Identify areas for improvement in process, methodologies, tools and metrics, present and implement a plan together with stakeholders to ensure success and that it is embedded in the organization
- Ensure 100% compliance with agreed Technical Support objectives, KPI’s, and internal/external SLA’s
- Own and implement measurements to ensure high ongoing customer satisfaction w.r.t. technical support
- Liaise with other departments (e.g. Operations) to identify issues, solve problems or share relevant information
- Support the sales and marketing teams to organize, coordinate, and host events/webinars, and conduct customer follow-up
- Create user documentation and training materials for new/updated products
- Onboard and train customers and Channel partners and ensure they remain current on our products and support processes
- Train Account Executives in the use our products
- Own and maintain the Movella Knowledge base, maintain online platforms, and communities
- Support Account Executives in the field with on-site support, fielding technical questions, performing demonstrations, problem solving, etc
- Maintain a database of relevant feedback from customers w.r.t. issues, bugs, wishes, needs, etc. to enable Product Management to prioritize the product roadmap
- Liaise with Product Owner (Engineering) to prioritize and plan 2nd line support
Our take
Movella is a full-stack provider of sensors, software, and analytics that enable the digitization of movement. The company serves the entertainment, health and sports, and automation and mobility markets, enabling customers to transform data into actionable insights.
It recently launched OBSKUR, a broadcast software platform that provides content creators with user-friendly tools to deliver interactive experiences during livestreams, such as on Twitch. This tool, enabling them to add things like 3D characters and the chance to monetize their streams, requires minimal technical expertise.
The company has partnered with leading global brands like Electronic Arts, EPIC Games, 20th Century Studios, Netflix and Toyota. Movella recently became publicly traded on Nasdaq and the capital raised from this transaction is being invested into further scaling and growing the business.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Sep 2017
$30m
SERIES D
Aug 2015
$30m
SERIES D
Total funding: $140.5m
Company values
- We value ingenious ideas, no matter where they come from
- We believe diverse thoughts, voices, and backgrounds make us stronger as a company
- We create the environment for collaboration between people from all walks of life, so we can make the most positive impact as an organization
Company HQ
Henderson, NV
Articles
Leadership
Ben Lee
(CEO)Previously served as Vice President of Worldwide Sales for both Cypress Semiconductor and Trident Microsystems. Acted as COO for Apexone Microelectronics.
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