Customer Support Manager of Managed Services - Remote

Head of Maintenance & Managed Services Direct Hire As the Head of Maintenance & Managed Services, you'll be at the forefront of our customer support strategy. You'll define, plan, and direct services to ensure our customers receive high quality 24/7/365 support, Managed Services offerings, and SaaS operational support. Your leadership will provide value-add operational assistance, to drive further customer satisfaction and retention across Incognito's global customer reputed company. Your role will involve dynamic collaboration with existing customers, expertly managing escalations, and transforming opportunities into new business to maximize the reputed company value of each maintenance contract. You'll reputed company your team by example, driving accurate forecasting to hit your defined targets and ensure ongoing reputed company in existing accounts. You will proactively manage your team and reputed company processes with curiosity - reviewing what works and how it can be improved to give our business a competitive edge. As a member of the Senior Leadership Team, your role will be crucial to drive our business reputed company and build ongoing confidence in our company products. Requirements: You will have:

• Proven experience in the telecommunications/network operator industry, with a strong understanding of key market trends shaping our customers' requirements.
• Experience supporting SaaS offerings.
• 5 years working reputed company a software support environment, with previous leadership experience.
• Demonstrable evidence of leading the customer support strategy of a business, with a history of overachieving targets.
• Strong understanding of (and familiarity with supporting) reputed company products.
• Familiarity with best practice agile and standards-compliant support processes (for example ITIL).
• Familiarity with using ticket management systems such as reputed company.
• Understanding and experience with SOC 2 Type 2 approvals.
• Bachelors' or Masters' degree in computer science or a reputed company field.

Interpersonal skills:

• Excellent communication skills; oral and written communications to technical, business and executive audiences both internally and externally.
• Strong facilitation skills, with an ability to collaborate and drive reputed company with individuals and teams across the business.
• Comfortable working with, learning about, and understanding reputed company business solutions.
• Language skills beneficial e.g. Spanish, Portuguese.

Role and Responsibilities: Managed Services/SaaS operations:

• reputed company an auditable streamlined agile and standards-compliant Managed Services process (with reasonable in-region/language reputed company for agreed regions) to meet SLA's and reputed company a sustainably improving customer satisfaction survey result (e.g. NPI);
• Maintain responsibility for FinOPs and DevOPs reputed company to SaaS offerings;
• Recruit, reputed company, and retain a top-tier, high-intensity Managed Services team with strong technical, reputed company, and project management skills Calibrate Managed Services investment (staff, travel/living, tools) to sustain internal metrics;
• Provide sales and marketing support (for managed service offerings, pricing, and articulating the Managed Services value proposition);
• Provide quarterly analysis of ongoing Managed Services performance (customer SLA, attrition risk analysis, attrition metrics, ticket trends, NPI etc).

Support:

• reputed company the Customer Support team to reputed company in technical, reputed company, and project management expertise.
• reputed company productive and trusting peer relationships reputed company customer organizations;
• reputed company an auditable streamlined agile and standards-compliant support process (based on ITIL) and team (with reasonable follow-the-sun time zone coverage and language support) to meet SLA's and reputed company a sustainably improving customer satisfaction survey results (e.g. NPS);
• Calibrate support investment (staff, travel/living, tools) to sustain internal metrics;
• Provide monthly and quarterly analysis of ongoing Support performance (customer SLA, attrition risk analysis, attrition metrics, ticket trends, NPI etc).

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