Global Support and Integration Manager

TLV

Clicktale  currently has a position open for an experienced Global Customer Support Manager who has solid knowledge of solution delivery processes to provide outstanding support to our customers. This position requires a self-motivated, customer-focused professional with strong follow-through who consistently keeps commitments to customers and provides exceptional leadership

Key Responsibilities:

  • Provide strong management and leadership of the support team to deliver routine, corrective and life cycle maintenance services for all customers in production.
  • Work directly with consultants and customers to research, troubleshoot, and resolve integration issues in a timely manner
  • Manage incoming incidents queue and maintain focus on resolving customer reported support incidents quickly and effectively in line with our service level agreements
  • Clearly and succinctly document communications to customers using our issue management system, and improve processes
  • Manage the integration activities with customers
  • Participate and develop our 24X7 global coverage plan
  • Lead activities of integrating our world class technology in our customers’ web technology eco system
  • Manage technical level relationship with 3rd party vendors

Requirements:

  • At least 5 years’ experience in a similar Management role preferably in a SaaS environment
  • Possess excellent verbal and written communication skills in English, and able to absorb new technologies and features quickly
  • Excellent analytical, problem solving, and multi-tasking skills and can work in a fast-paced, dynamic, and fun team environment
  • Manage and mentor your team, and be a team player who will work across the organization and company to continue improving the way we serve our customers
  • High technical skills in web technologies. Advantage to proven experience in web development languages

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