Preseem (By Aterlo Networks)

Manager

• Lead, coach, and scale high-performing teams, fostering efficiency, collaboration, accountability, and a results-driven culture
• Hire and onboard new team members to scale with business growth
• Foster a culture of continuous learning, collaboration, and customer obsession
• Align all cross-functional teams to ensure strategic cohesion and a consistent customer experience
• Develop, document, and continuously improve processes and metrics across all customer-facing functions
• Establish and manage KPIs across all teams, and ensure continuous performance improvement
• Create and communicate tactical and strategic initiatives aligned with business goals
• Set quarterly team goals and drive accountability for execution and velocity
• Implement, measure and track feedback loops the drive process improvement and cross functional coordination
• Capture an institutionalized knowledge / standardize and institutionalize knowledge to improve consistency and efficiency
• Present technical services metrics and insights at monthly leadership meetings
• Analyze trends across support, success, and TAM functions to identify opportunities and risks
• Translate data into actionable recommendations that drive continuous improvement
• Collaborate cross-functionally with Sales, Product, and Engineering leadership to re-design and optimize the customer journey
• Deliver exceptional service that maintains low churn and supports account expansion
• Create a structure for managing escalations to ensure swift resolution and a positive customer experience

Senior Manager, Technical Services