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Senior Technical Leader
3 weeks ago
Buscojobs is seeking a highly experienced professional to lead our Support Services Management team in Australia. This is an exceptional opportunity for a senior leader to drive customer success and premium service delivery across the region.
The Support Service Management (SSM) team ensures timely resolution of customer-reported issues by coordinating technical investigations, handling partner concerns, and delivering Root Cause Analyses on critical issues. The team is responsible for conducting Case Reviews, overseeing daily Issue Management, and collaborating with customers and teams to ensure timely outcomes.
The successful candidate will have a strong background in technical support/success account management roles and proven customer-facing and relationship management skills. They will manage teams of SSMs located in key markets across APAC, including recruiting, onboarding, and ongoing development responsibilities.
The ideal candidate will have experience leading software and/or SaaS-based technical teams in support or technical account management. They will be a great communicator, have strong executive presence, perform well under pressure, and be passionate about customer success and premium service delivery.
- Direct management responsibilities for all designated resources, team objectives, morale, and culture
- Motivate the team to deliver exceptional customer experiences and value realization
- Set quarterly individual goals and provide ongoing performance feedback, as well as formal performance appraisals
- Attract, hire, and retain top talent
- Evaluate measurement criteria to evaluate trends in team performance, including customer satisfaction, operating efficiency, event readiness planning, and customer retention
- Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives
To succeed in this role:
- Minimum of 10 years of people management experience in a fast-paced, enterprise-level, critical software support, professional services, or account management environment
- Act as a role model to others: sets an example of integrity, ethical behavior, and professionalism
- Strong organizational skills: capable of prioritizing, managing, multitasking, and completing projects across multiple functions
- Outstanding communications skills (presentation, written, and verbal) to interact with all levels of professional staff
- Ability to explain complex technical concepts simply
- Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
- Experience in interviewing, coaching, and leading technical teams
- Proven ability to lead & manage remote staff
- Familiarity with SaaS solutions or Adobe Digital Experience solutions a plus
We strive to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.
