YOUR DUTIES WILL INCLUDE:

  • Operational support tasks in the Application Support team working with Microsoft Cloud technologies
  • Answering customer phone calls
  • Technical support and troubleshooting
  • Solving and managing incidents and service requests according to defined SLA and KPI metrics
  • Having ownership of tasks, pro-actively following up on them and ensuring fast resolution
  • Documenting your work in a clear and precise manner
  • Following existing processes - Incident Management, Service Request Fulfillment, Problem Management, Event Management processes and others


REQUIREMENTS:

  • 2+ years experience building and leading a Customer Centric team
  • Proven ability to motivate and focus a team while developing individuals
  • Significant (+3 years) Customer Success/Account Management experience in a complex/enterprise/software environment
  • Ability to drive customer renewals and customer success
  • Drive NPS and customer satisfaction results and create programs that increase these elements
  • Experience in creating a performance and metrics focused culture
  • Experience with cloud-based/SaaS solution offerings and ability to articulate the benefits of SaaS is a plus
  • Enthusiastic and creative leader with the ability to inspire people

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