Managing SAS based B2B company technical group, with Tier 1-2, including Global Call Center.Roll includes customer relation management, NPS goals, Customer Satisfaction, On-boarding success metrics. Building and executing the plans related to the Business initiative including defining KPI’s, building work processes and procedures, working closely with cross-company business owners, escalation processes and serves as an executive escalation manager

✔ 𝐌𝐚𝐧𝐚𝐠𝐢𝐧𝐠 a technical support organization, from hiring to training and ongoing professional development and retention✔ 𝗢𝗻𝗯𝗼𝗮𝗿𝗱 𝗻𝗲𝘄 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 – 80 global customers, including Fortune 500 and top US government organizations. Responsible for the 𝗣𝗿𝗲-𝗦𝗮𝗹𝗲𝘀 process & 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝘆 - Installation planning, resource allocation, site preparation, training, etc.✔ 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐞𝐝 proven 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐞𝐬 for maintaining and improving operational processes and procedures to ensure delivery of industry-leading technical support for customers at all levels✔ 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐥𝐞 for monitoring and reporting on the performance of the customer support team through metrics such as closure rates, response times, NPS, and customer satisfaction levels✔ 𝐒𝐨𝐥𝐮𝐭𝐢𝐨𝐧𝐬-𝐨𝐫𝐢𝐞𝐧𝐭𝐞𝐝, with strong planning and analytical skills, as well as rigorous attention to details✔ Capable of 𝐜𝐨𝐧𝐧𝐞𝐜𝐭𝐢𝐧𝐠 𝐩𝐞𝐨𝐩𝐥𝐞: ensuring peer interaction with partner organizations, and deepening the level of engagement✔ 𝐊𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐞 and experience using 𝐒𝐚𝐥𝐞𝐬 𝐅𝐨𝐫𝐜𝐞, 𝐃𝐮𝐜𝐞𝐛𝐨, 𝐉𝐢𝐫𝐚✔ Experience defining the 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐚𝐧𝐝 𝐫𝐨𝐚𝐝𝐦𝐚𝐩𝐬 for technical support with a focus on customer enablement, growth, and end-user satisfaction✔ Experience remotely 𝐦𝐚𝐧𝐚𝐠𝐢𝐧𝐠 𝐚 𝐠𝐥𝐨𝐛𝐚𝐥 𝐭𝐞𝐚𝐦 in support of international customers across multiple time zones✔ Experience building and developing a team with a focus on 𝐩𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 and long-term retention and growth✔ Experience identifying and implementing industry aligned metrics to 𝐢𝐦𝐩𝐫𝐨𝐯𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐥𝐞𝐯𝐞𝐥𝐬 and successfully meet company objectives✔ 𝐏𝐫𝐨𝐚𝐜𝐭𝐢𝐯𝐞 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐨𝐫 who effectively listens and can respectfully influence stakeholders at all levels while advocating for our customers and promoting their own team✔ Managing 𝐒𝐋𝐀 and 𝐄𝐬𝐜𝐚𝐥𝐚𝐭𝐢𝐨𝐧𝐬

✔ Serve as professional manager for all technical managers in the company HQ and Subsidiary offices throughout world.✔ Proven experience in managing matrix organizations and units✔ Proven experience in managing professional technical groups✔ Vast experience with international customer support 360 view ✔ Ability to actively drive problems to resolution through Tier 1, 2, 3 management✔ Broad view both of customer and internal needs ✔ Strong interpersonal skills✔ Resourceful and Tech oriented Team member ✔ Customer success manager oriented ✔ Excellent Team Player, Highly motivated, Energetic and Charismatic✔ Leading the product needs through DFs methods, from design through SRS and marketing needs, including evaluations, Beta management and serviceability until full handover to the field✔ Interface internally with PD departments, SSW, Production, Engineering, Marketing, Sales, Application and other service teams✔ Interface to the field with support of FSE during installation, escalations, knowledge implementation and data collection✔ Developing service tools for field & support troubleshooting✔ Involved in support products development to support service income✔ Organized and methodological