Strategic Premium Support Lead
2 days ago
Overview
MasterControl, a leading international software solutions company, is seeking an experienced Strategic Premium Support Lead to oversee its cross-functional team in delivering exceptional support to premium customers. With a strong focus on quality standards and customer satisfaction, this role will play a vital part in driving business growth and customer success.
About the Role
We are offering a highly competitive salary of $120,000 - $150,000 per annum, depending on experience, for this dynamic position based in our state-of-the-art facilities. As a Strategic Premium Support Lead, you will be responsible for leading a team of Technical Account Managers in providing best-in-class support to Enterprise clientele, ensuring seamless issue resolution and timely goal achievement.
Key Responsibilities
- Lead coaching initiatives focused on Service Excellence, emphasizing outstanding communication skills and knowledge sharing.
- Oversee global staffing to guarantee sufficient coverage for Premium customers, fostering a culture of collaboration and empowerment.
- Analyse customers' needs and propose additional enhancements to augment the Premium Support Program, driving business growth and customer satisfaction.
- Generate statistical reports and offer strategic recommendations to optimize customer success and improve operational efficiency.
- Document best practice processes and procedures to optimize customer success, contributing to the development of Standard Operating Procedures (SOPs) and Work Instructions for Customer Support.
- Serve as the primary contact for critical issues or politically escalated customers, maintaining a high level of professionalism and customer satisfaction.
- Manage compensation and promotions in alignment with HR policies, ensuring fairness and equity within the team.
- Collaborate with HR on recruitment endeavours, focusing on attracting top talent and building a diverse and inclusive team.
- Facilitate team-building activities, conduct regular 1:1's and cross-functional meetings, promoting a culture of open communication and collaboration.
Requirements and Qualifications
- Extensive experience leading Premium support initiatives in a technical setting, ideally within a SaaS company.
- Proficiency in overseeing a Technical Account Management team, catering to Enterprise clientele, with a proven track record of success.
- Demonstrated capability to inspire and empower team members, fostering a culture of collaboration and excellence.
- Possession of self-awareness and adept self-management skills, with the ability to work effectively in a fast-paced environment.
- Industry familiarity in life sciences and/or manufacturing is advantageous, with a strong understanding of regulatory requirements and industry trends.
- Strong aptitude in project management, with effective planning, organization, and prioritization skills to ensure timely goal achievement.
- SCP, ITIL, HDI, KCS, IASSC Black Belt Certifications, HDI KCS Fundamentals Certification is a plus.
Working Conditions and Physical Demands
- Ability to communicate effectively in writing, in person, over the telephone and in email.
- Ability to operate a computer and work at a desk for extended periods of time.
- Some travel required, approximately 10-15% of the time.
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