Dedicated Technical Support Lead StrongMail Systems
THIS JOB HAS EXPIRED The Dedicated Technical Support Lead makes sure that our customers are able to grow their business with the full support of our products and services. As a part of this team, Dedicated Technical Support Leads are technology and relationship experts, who serve as liaisons between our Premium Support customers and the rest of StrongMail Systems. They handle the customer relationship post-implementation, including roadmap planning and daily support for our core products and solutions. Dedicated Technical Support Leads not only serve as technology gurus but also identify new opportunities where our products can better help our customers businesses.
Customer Management: 70%
Be the single point of contact between StrongMail and our Premium Support customers.
Guarantee the technical aspects of our customer deployments by providing necessary documentation and technical guidance.
Provide initial triage on customer issues, technical bugs, or other change requests.
Work closely with internal teams (Technical Support, Account Management, Engineering, Product Management, and Operations) to ensure that customer requirements have been met.
Manage customer escalations, engaging a broader technical support team as needed.
Coordinate and conduct regular operations reviews with customers.
Coordinate among cross functional groups to identify challenges and recommend solutions in a prescriptive manner.
Improve internal Engineering and QA processes by fostering a deep understanding of our Premium Support customer deployments and use cases.
Improve product feature offerings by providing client feedback to internal cross-functional teams including Product Management and Engineering.
Occasional travel (
||1300 Island Drive |
Redwood City, CA 94065
THIS JOB HAS EXPIRED