Global Premium Support Director

7 days ago


Basingstoke, Hampshire, United Kingdom Master Control Full time

Role Overview

The Global Premium Support Director will lead a cross-functional team of Technical Account Managers in delivering exceptional support to MasterControl's Premium customer base. This role requires strong leadership and communication skills, as well as the ability to analyze customer needs and develop strategic recommendations to improve customer success.

Key Responsibilities

  1. Develop and implement team coaching initiatives focused on Service Excellence, emphasizing outstanding verbal and written communication abilities.
  2. Ensure the team possesses the required knowledge and skill set to provide best-in-class Premium support.
  3. Oversee global staffing to guarantee sufficient coverage for Premium customers.
  4. Collaborate with cross-functional teams to analyze customer needs and propose enhancements to the Premium Support Program.
  5. Generate statistical reports and provide strategic recommendations to improve customer success.
  6. Document best practice processes and procedures to optimize customer success.
  7. Contribute to the development of Standard Operating Procedures (SOPs) and Work Instructions for Customer Support.

Requirements

  • Extensive experience leading Premium support initiatives in a technical setting.
  • Proven ability to inspire and empower team members.
  • Strong industry familiarity in life sciences and/or manufacturing.
  • Effective planning, organization, and prioritization skills to ensure timely goal achievement.


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