Job Detail

Head of Customer Success

Location: USA > United States > Atlanta
Work Type: Full Time

Head of Customer Success - Mobile Payments & Security - Atlanta, GA

 

Responsibilities:

  • Head a technical support team of support for On-Premise and Cloud Products
  • Manage a technical support team spread across North America & India  
  • Manage all aspects of the customer support team including hiring, resource allocation, goal setting and performance
  • Inspire and encourage the team to provide the highest level of customer care and support
  • Establish and measure performance against clear metrics that balance speed and efficiency against the customer experience
  • Present support performance metrics in quarterly business review meetings to customer executives
  • Establish a 24/7 support model with an on-call calendar for after-hours and weekends
  • Proactively coordinate with customers and team members to get issues resolved within Service Level Agreement (SLA) time periods
  • Improve customer satisfaction score by effectively managing customer escalations by building relationships with customers and teams within company
  • Analyze production issues and develop Knowledge Base article & Run Books that will benefit customers and support team members to find root cause of issues.
  • Define, monitor & manager training and certification content for support team members
  • Efficiently manage customer communication related to production issues and mandates
  • Influence product roadmap based on issues reported by customers and troubleshooting pain points

Required Qualifications:

  • Responsiveness, clarity of communication, and the ability to chase down issues until resolution
  • Experience leading and managing a high-performance team in a rapid high growth environment strongly preferred
  • Strong communication and interpersonal skills required both internally and externally
  • 10+ years experience working for product companies

Desired Qualifications:

  • Enterprise application or enterprise technology platform experience, ideally in financial technology
  • Customer support or testing experience with TCP/IP, SOAP and REST APIs
  • 3+ years customer support or testing experience in financial industry with payment processing, card card networks or ISO 8583

Education:

  • Bachelor’s or Master's degree in Science, Technology, Engineering or Math

 

Interested?

Please reach out to Lewis Howard: lewis@teampcn.com / 404-585-4237 / www.teampcn.com

Reference Number: 8419
Contact Details:lewis@teampcn.com
Profession:  Payments > Accounting & Finance
Company:Payments & Cards Network

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