Job Description
What you get to do in this role:
- Lead efforts to develop and build a Support Account Management Team, including development of strategies, objectives and key performance metrics.
- Guide our team members in order to achieve their highest levels of performance through coaching, training, and providing opportunities to build and refine higher-level customer management skills.
- Support and inspire the team to deliver an incredible customer support experience.
- Refine Support Account Management interactions and processes through the extensive use of KPIs, data and analytics.
- Lead by example to cultivate and maintain a culture built on teamwork, collaboration, execution and service.
- Continue building upon the relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering and others.
- Lead Renewal and New Sales business discussions with our organization, Sales teams and Sales Operations, supplementing them with expert knowledge of the Support Account Management Organization.
- Advocate for critical customer issues as a critical escalation point.
- Work with your team members in the participation, management and outcomes of organizational projects and programs designed to enhance our overall program.
- Work with internal teams to continue elevating the Support Account Management Brand internally.
- Continually mentor and execute to achieve our customer, corporate, organizational and employee objectives.
Qualifications
To be successful in this role you have:
- Eligible for Singapore government security clearance.
- Management and Contributor experience in high technology, enterprise and commercial account environments, including but not limited to Cloud based computing.
- A successful track record in management with the ability to translate operational, tactical and strategic needs and requirements onto specific actions and outcomes.
- A high level of comfort and confidence in dealing with all levels of management, including the C-level/C-suite.
- Excellent written and oral communication skills.
- Extensive experience in properly mentoring and growing employees into extended positions and leadership opportunities.
- Multiple years of experience working in a direct customer facing role with account responsibilities and working with multiple levels of executives and corporate leadership.
- Prior experience working for an extremely fast-paced company and meeting customer demands on time.
- Experience working with Sales Operations, sales modeling, contractual negotiations, deal constructs and approval processes.
- Sales, Technical or Operational knowledge and the ability to share that knowledge with others.
- An excellent ability to motivate individuals toward larger goals and objectives.
- Experience in the delivery and execution of proactive, reactive, ad hoc and scheduled deliverables.
- Previous experience working in an Enterprise Customer Support and/or Service Delivery Management organization.
