Director Americas Global Product Support
1 week ago
· Put in place an escalation process while managing escalations to executives.
· Unlock any blocking issue of the customer journey through adapted solutions escalations.
· Migrate situations between customer, pa Lead cross-functionally to drive customer success.
· Know the implementation Partners and learn from existing experiences.
· Gather feedback from other departments, including Sales, Pre-sales, Support, Product, Partners.
· Advocate for changes in other departments’ ways of working and collaborate.
· Drive company-wide definition of ideal customer’s journey.
· Create company-wide customer feedback loop.
· Drive alignment with Sales ,CSM & Product. Be informed regarding customers’ important news.
· Key metrics for the GPS team at company level. CSA.
· Feedback from Peer. Recruit, mentor, inspire the team.