Senior People Business Partner, Chief of Staff
Brevo
Vice President, Technical Assistance
Nuvem
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Build and Manage Technical Assistance Center: Develop and implement the strategy for the Technical Assistance Center, ensuring alignment with the company’s customer support objectives.
- Hire, train, and manage a team of support professionals to provide outstanding service and technical assistance to clients.
- Evaluate and optimize channels for clients to receive support.
- Define KPIs and Performance Metrics: Establish clear KPIs to measure the effectiveness of the Technical Assistance Center and overall client support initiatives. Monitor performance against these metrics and hire, train, and manage a team of support professionals to provide outstanding service and technical assistance to clients.
- Select Technology and Ticketing System: Research and select appropriate technology solutions and ticketing systems that enhance the efficiency and effectiveness of client support. Ensure that the selected systems integrate seamlessly with existing processes and tools.
- Develop Escalation Processes: Define and implement an escalation process for handling complex client issues, ensuring timely resolution and communication. Train the support team on escalation procedures and ensure adherence to best practices.
- Prioritize Client Needs and Provide Insights: Collaborate closely with product and engineering teams to relay client feedback and insights, prioritizing product improvements based on customer needs. Conduct regular assessments of client satisfaction and utilize insights to drive improvements in support services and product offerings.
- Reporting and Analysis: Prepare and present regular reports on client support performance, customer insights and areas for improvement for both client communication and internal leadership. Analyze trends in client inquiries and issues to proactively address potential challenges.
Requirements
- Bachelor’s degree in business administration, Information Technology or previous experience leading a Technical Assistance Center at a senior level.
- A minimum of 10 years of experience in client support, technical assistance, or customer service roles in a leadership capacity.
- Proven record of building and managing a technical assistance or customer support function within a healthcare, technology, or data processing environment.
- Strong understanding of ticketing systems, CRM software, and technical support processes.
- Excellent analytical and critical thinking skills, with the ability to analyze data and derive actionable insights.
- Exceptional communication and people skills, capable of effectively engaging with clients and internal stakeholders.
- Ability to manage multiple priorities simultaneously in a fast-paced environment.
- Willingness to travel 10-15%.
