Summary:
We are seeking an exceptionally talented and versatile individual to join an award-winning team in Watertown, MA, and support a growing customer base. A vision of how to drive exceptional customer experience through excellent technical support, online content and training and ability to effectively lead a team to achieve that success, are all keys to success. A leader who is innovative, dynamic, and driven and who has a passion for making customers successful and creating a positive teamwork environment that will thrive in a department that carries high expectations and visibility will find unlimited potential with this organization.
Responsibilities:
Manage the Customer Support, Technical Documentation and Training Teams.
Manage the performance and growth of a fast-growing 20 person team.
Make Customer Solutions a competitive advantage through excellence at every customer and Value Added Reseller (VAR) touchpoint.
Be accountable for service metrics and response quality of incoming tickets both internally and to the channel.
Improve the customer experience through intuitive and high quality technical self help content/materials.
Drive training and certification of our Value Added Resellers to provide a high level of support to their customers and hold them to the same level of quality we will hold ourselves.
Create efficiency and scalable processes that support customers and allows the business to scale and turn data into valuable feedback for the rest of the business.
Drive the roadmap, selection and development of Customer Support tools and systems.
Advocate for the customer and team through the Software, Hardware and Materials NPI programs and ensure the team is ready and positioned to succeed.
Analyze, develop and launch process and tools both internally and externally to the Value Added Reseller network.
Build a positive team culture that is recognized by the business and puts the customer first.
Required Skills and Experience:
3+ years of customer service management experience
Technical background or work related experience in: Systems Engineering, Hardware, Mechanical, Electrical Engineering, or Software; 3D Printing or Robotics experience
Experience training VARs, DIstributors, clients, partners
Experience creating content materials necessary to support all levels of customer needs
Experience working with or leading external and global support teams
Experience creating technical content and training programs
Experience leading support in a channel focused business
Experience working with and building process in ticketing platforms such as Zendesk, Salesforce, or JIRA
Excellent people and relationship management skills
Detail oriented and capable of managing complex processes and programs
Ability to lead change, coach and manage individuals to improve operational efficiencies
Ability to make data-driven decisions
Demonstrated ability to communicate and influence effectively across organizational levels
Excellent written and verbal communication skills
Verbal/Written English Communication is required