Regional Technical Services Manager

3 days ago

Sydney, New South Wales, Australia beBeeRegional Full time $180,000 - $220,000
Job Title: Regional Service Delivery DirectorDescription:

The ideal candidate will lead and elevate customer-facing technical teams within the APAC region, ensuring exceptional customer experiences from initial technical engagement through successful onboarding and ongoing support.

Key Responsibilities:
  • Develop and execute a regional service delivery strategy aligned with the company's overall goals, focusing on maximizing customer satisfaction, retention, and product adoption.
  • Lead, mentor, and develop regional teams encompassing technical pre-sales, customer onboarding and activation, technical support, and product adoption specialists. Foster a collaborative, high-performance culture focused on continuous improvement and knowledge sharing.
  • Ensure the technical pre-sales team effectively articulates the value proposition of our software, provides compelling technical solutions, and builds strong relationships with prospective customers. Work with Sales and Account Management to develop customer base growth strategies.
  • Oversee the smooth and efficient onboarding and activation of new customers, ensuring a positive initial experience and setting the stage for long-term success.
  • Drive the delivery of high-quality and timely technical support, ensuring efficient issue resolution, proactive communication, and a focus on exceeding customer expectations.
  • Develop and implement strategies to drive product adoption, working closely with the Account Management team to identify opportunities for expansion and ensure customers realize the full value of our solutions.
  • Establish key performance indicators (KPIs) and develop regular reports to track team performance, identify trends, and provide insights to senior leadership.
  • Collaborate effectively with Sales, Account Management, and Marketing APAC teams to ensure a seamless customer journey and alignment within the team.
Requirements:
  • Strategic Leadership: Strong vision and ability to align teams towards company objectives.
  • Team Management & Development: Proven experience in leading and developing cross-functional teams.
  • Technical Pre-Sales Oversight: Excellent technical skills and ability to articulate complex concepts in simple terms.
  • Customer Onboarding & Activation: Ability to manage multiple stakeholders and ensure smooth transitions.
  • Technical Support Excellence: Focus on delivering exceptional customer experiences and resolving issues efficiently.
  • Product Adoption & Customer Success: Experience in driving product adoption and identifying opportunities for growth.
  • Cross-Functional Collaboration: Ability to work effectively across functions to achieve business objectives.
Benefits:
  • Competitive compensation and benefits package.
  • Opportunities for career growth and professional development.
  • Collaborative and dynamic work environment.

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