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انتهت بتاريخ ٢٨ مارس ٢٠٢٦
وصف الوظيفة
The role leads and supports the Customer Success team to deliver a seamless, customer-focused experience. It oversees Level 2 enterprise support, manages escalations, and ensures timely, effective issue resolution.
المسؤوليات
- Lead, manage, and mentor the Customer Success Account Managers
- Set departmental goals and performance targets
- Oversee the provision of Level 2 support to enterprise customers
- Collaborate with Marketing, Sales, and Operations teams
- Act as a key escalation point for critical customer issues
- Monitor and track escalated issues
- Maintain accurate records of customer interactions in the support ticketing system
- Analyze customer feedback and trends
- Perform responsibilities in compliance with ISMS policies
المؤهلات
- Bachelors degree
- Years of Experience: +4
- Leadership & Team Coaching skills
- Customer Relationship Management skills
- Technical Support Knowledge (Level 2 support processes)
- Problem Solving & Escalation Handling
- Cross-Functional Collaboration
- Data Analysis & Reporting
- Organizational & Planning Skills
- Compliance Awareness (ISMS, OH&S)