Head of Global Support

Qognify is seeking to hire a dynamic leader to build and drive our worldwide support group. Reporting to the VP Engineering, she/he will be responsible for leading our drive for greater customer success. An early priority will be to harmonize the different support teams, processes and tools from our recent OnSSI acquisition onto one group that shares the same customer interface, tool set, methods and KPI goals.

Skills, Knowledge, Talents, Experience

  • 8+ years’ experience as a tech manager in global companies
  • Genuine passion for customer satisfaction/success
  • Built and managed global teams, mentoring and developing team leaders
  • Implemented best practices to the benefit of customers, company and employees
  • Owns issues and drives them to resolution with multi-disciplinary teams
  • Excellent written and verbal communication skills
  • Performs well under pressure in a complex environment
  • Knowledge in SalesForce – an advantage
  • Experience in implementing customer self-care, customer knowledge-base, Forums – an advantage

Responsibilities

  • Establish, manage and scale a world-class customer support organization that will become a strategic asset of the company
  • Ensure adherence to SLA’s and continuous improvement of customer satisfaction
  • Responsible for all global customer support teams and activities
  • Define and implement processes and tools for support
  • Develop methods for measuring customer satisfaction and customer support efficiency
  • Develop best practices and methodologies to improve quality
  • Develop certification programs for support engineers
  • Provide strategic and daily direction and pursue optimal utilization of staff
  • Work closely with Services teams on support and maintenance activities
  • Manage expenses within budget

Measures of success:

  • Meet customer satisfaction goals
  • Improve operational efficiency within budget

Education

  • Sc in Electronic Engineering /Computer Science/industrial Engineering

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