Technical Support Manager Lead

1 week ago


Cape Town, Western Cape, South Africa Ello Technology Full time

At Ello Technology, we are seeking a skilled Technical Support Manager Lead to join our team.

The Team Lead plays a pivotal role in guiding the support engineering team to deliver exceptional technical support, effectively manage significant customer-centric projects, and drive customer satisfaction and retention.

This role includes enhanced collaboration with Customer Care Account Managers, a structured feedback loop from customers, and a direct contribution to revenue growth and customer success.

Key Responsibilities:

  1. Strategic Customer Relationship Management: Collaborates with CCAMs to align technical support with customer account strategies enhancing customer loyalty.
  2. Feedback Loop Integration: Manages a structured process for actionable customer feedback improving service quality and satisfaction.
  3. Cross-functional Collaboration: Works with other departments for cohesive project management and strategic initiative execution.
  4. Customer Success Projects Leadership: Leads projects that align technical capabilities with customer business goals.

Requirements:

Proven track record in business development, in tech or related fields.

In-depth knowledge of business development strategies and sales processes.

Understanding of technology trends and benefits of managed services.

Excellent verbal and written communication skills.

Strong interpersonal skills and ability to build trust.

Strong analytical and problem-solving skills.

Able to meet or exceed targets and drive revenue growth.

Flexibility to navigate fast-paced environments.

Experience in providing strategic advice and tailored solutions.

Bachelor's degree in relevant field; certifications advantageous.



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