Technical Support Team Lead

Nanodems Yazılım Teknolojileri A.Ş.

Responsibilities&Duties;

·        Identify customer needs and collaborate with other internal teams to ensure customer success with special emphasis on adoption, expansion and renewals

·        Partner with the Sales organization to engage in pre-sales activities for high value opportunities

·        Provide operational oversight of the business to deliver on targets

·        Prioritize where we invest our resources and efforts with customers

·        Hire, coach, train and develop a team of customer success

·        Lead the Customer Success team to ensure that each CSM is successful and driving the team towards key performance metrics

·        Coach and mentor a team to provide the ultimate experience for customers

·        Communicate thoughtfully to provide resolutions to questions for both technical and non-technical end users

·        Handle customer situations directly

·        Resolve escalated customer complaints and provide support & guidance on non-technical related questions (e.g: marketing, sales)

·        Drive thoughtful and effective communication with both customers and teams.

·        Create, iterate and document support processes, policies, and standards

·        Set clear goals and drive ongoing improvements to team operations and product utilization.

Requirements;

·        5+ years of customer success experience, in a management role

·        Excellent communication skills both with customers and within an organization

·        Strong track record of identifying customer needs and successfully implementing long-term software solutions

·        Strong track record of defining and executing against key performance indicators

·        Ability to build trust and rapport with a customer success team

·        Ability to challenge team members and be challenged to achieve team goals

·        Proactive interest to increase customer satisfaction and deepen customer relationships

·        Comfortable and willing to be a hands-on contributor, on-site with customers

·        Written and spoken fluency in English

Nice to Have;

·        Experience in providing pre/after sales technical support

·        Professional experience providing support for a software product

·        Being familier with concepts like; CCTV, PSIM, VMS, DVR, NVR

·        Corporate account management experience