Associate Vp Customer & Partner Support
Current1. Leadership and Management:* Lead, mentor, and develop the customer and partner support teams to achieve performance goals and professional growth.* Foster a customer-centric and partner-focused culture within the team.2. Strategic Planning:* Develop and implement strategies to improve customer and partner satisfaction.* Collaborate with senior leadership to align support strategies with overall company goals.3. Ticketing System Setup and Development:* Oversee the selection, setup, and customization of a ticketing system like Freshdesk or Zendesk.* Ensure the system meets the needs of both customers and partners, integrating it with other business systems and processes.* Train support teams on effectively using the ticketing system.4. Operations Management:* Oversee daily operations of the support teams, ensuring efficient and effective handling of customer and partner inquiries and issues.* Monitor key performance indicators (KPIs) and implement corrective actions as necessary.5. Process Improvement:* Identify areas for process enhancement and implement changes to improve service delivery.* Utilize data and feedback from the ticketing system to continuously improve support processes and systems.6. Customer and Partner Relations:* Build and maintain strong relationships with key customers and partners.* Address escalated issues and ensure timely resolution to enhance satisfaction and loyalty.7. Collaboration and Communication:* Work closely with other departments (e.g., Sales, Marketing, Product) to ensure seamless support and communication.* Provide regular updates to senior management on support metrics, issues, and initiatives.8. Training and Development:* Develop training programs and resources to ensure the team is knowledgeable and equipped to handle inquiries.* Stay updated on industry trends and best practices in customer and partner support.
