Head - Professional Services & Tech Support - SaaS

Industry : IT-Software / Software Services

Job Description : The Head of Professional Service and Technical Support will oversee the delivery of exceptional technical support and professional services, ensuring customer satisfaction and operational excellence. This role is ideal for a leader with a strong background in software and technology, based in Bengaluru.

Client Details:

Our client is a Series D funded SAAS organisation, on its IPO pathway. We are mandated to hire a key leader in their Customer Operations charter, reporting to their CCO.

Description:

- Lead and manage the professional services and technical support teams to deliver outstanding customer experiences.

- Develop and implement processes to improve operational efficiency and service quality.

- Collaborate with cross-functional teams to ensure seamless product deployment and support.

- Monitor and analyse key performance metrics to drive continuous improvement.

- Provide technical guidance and support to resolve complex customer issues.

- Manage customer escalations and ensure timely resolution of critical issues.

- Develop training programs to enhance the skills and capabilities of the team.

- Stay updated on industry trends and emerging technologies to maintain a competitive edge.

- Proven leadership experience in the software or technology industry.

- Expertise in managing professional services and technical support teams.

- Excellent problem-solving and decision-making skills.

- A customer-focused mindset with a commitment to delivering high-quality solutions.

- Strong communication and interpersonal skills.

- Familiarity with software deployment, troubleshooting, and support processes.