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.