The support team plays a pivotal role in Samanage’s mission, influencing how successful its customers are in using the company’s award-winning application.
The director of support has the ultimate responsibility for managing and revolutionizing Samanage’s global support team, options, packages and KPIs.
Here’s some more about what the job involves:
- You will own Samanage’s support organization on a global perspective and ensure continued exceptional customer support.
- You will manage a team of support professionals located all over the world.
- You will continue building an exceptional team focused on supporting customers as Samanage transitions to a multi-product company.
- You will design a staffing model for 24/7 support.
- You will grow in your knowledge of customer support industry best practices and implement them across the organization.
- You will create programs with different levels and packages for support options to better suit customers’ needs.
- You will define metrics, refine what Samanage has in place and find areas for improvement to keep its unparalleled NPS.
- You will train and mentor a team of awesome support team members.
- You will grow in your knowledge of B2B software and support.