2 Lead Customer Success Manager Technical Support jobs in whatjobs
Lead Customer Success Manager - Technical Support
Posted 19 days ago
Job Viewed
Job Description
Our client is revolutionizing the customer service landscape and seeks a highly experienced Lead Customer Success Manager specializing in Technical Support to join our fully remote, globally distributed team. In this crucial role, you will be at the forefront of ensuring our diverse clientele receives exceptional support and achieves maximum value from our innovative solutions. You will lead a team of dedicated support professionals, fostering a culture of proactive problem-solving, technical excellence, and unparalleled customer satisfaction. Your expertise will be vital in developing and implementing best practices for technical issue resolution, customer onboarding, and ongoing client engagement. This is a remote-first opportunity, demanding exceptional organizational skills, strong leadership capabilities, and the ability to motivate and guide a team operating across different time zones. We are looking for a strategic thinker who can identify trends in customer issues, translate them into actionable product improvements, and drive initiatives that enhance the overall customer experience. Your passion for technology and commitment to customer advocacy will be key to your success. Responsibilities include:
- Leading and mentoring a high-performing team of technical support specialists.
- Developing and refining technical support processes and workflows to optimize efficiency and effectiveness.
- Serving as an escalation point for complex technical issues, providing expert guidance and solutions.
- Proactively identifying customer needs and potential challenges, developing strategies to address them.
- Collaborating closely with Product, Engineering, and Sales teams to ensure seamless customer experiences.
- Creating and maintaining comprehensive knowledge base articles and support documentation.
- Tracking key performance indicators (KPIs) for the support team and identifying areas for improvement.
- Conducting regular team meetings and providing constructive feedback and performance reviews.
- Championing customer feedback internally to drive product and service enhancements.
- Ensuring timely and effective resolution of all customer inquiries and support tickets.
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Lead Customer Success Manager, Technical Support
Posted 4 days ago
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Job Description
Our client is looking for an experienced and proactive Lead Customer Success Manager to spearhead their remote technical support operations. This is a critical, fully remote role where you will be the primary point of contact for high-value clients, ensuring their success and satisfaction with our advanced software solutions. Your responsibilities will include managing a portfolio of enterprise clients, proactively identifying their needs, and providing timely and effective technical solutions. You will lead a team of customer support specialists, setting performance benchmarks, providing ongoing training, and fostering a culture of exceptional service. The Lead Customer Success Manager will also be responsible for developing and implementing customer success strategies, analyzing customer feedback, and collaborating with product and engineering teams to drive product improvements. A deep understanding of technical issues, excellent problem-solving skills, and the ability to communicate complex solutions clearly are paramount. You will conduct regular check-ins with clients, host webinars, and create comprehensive documentation to empower users. This role requires a bachelor's degree in a relevant field, 5+ years of experience in customer success or technical support, and at least 2 years of experience in a leadership capacity. Proven ability to manage complex client relationships and drive retention is essential. Experience with CRM software and ticketing systems is a must. This is a remote-first position, demanding strong self-discipline, excellent time management, and outstanding interpersonal skills to build rapport and trust with clients and colleagues virtually. You will be expected to leverage various communication tools to maintain seamless client interactions and internal team coordination. The ideal candidate thrives in a fast-paced environment and is passionate about delivering outstanding customer experiences.
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