Technical Writing Director jobs in Des Moines, IA

As the Director of Technical Product Support, you will be responsible for overseeing the technical support operations for our managed services portfolio. You will lead a team of support professionals, collaborate with internal and external stakeholders, and drive continuous improvement initiatives to enhance customer satisfaction. Your expertise in technical support, customer relationship management, and team leadership will contribute to the success of our managed services division.

Together with:

• Lead and manage the technical support team, ensuring prompt and effective resolution of customer issues and inquiries.
• Establish and enforce support processes, standards, and service level agreements (SLAs) to meet customer expectations.
• Collaborate with cross-functional teams, including engineering, operations, and sales, to resolve complex technical issues and escalate as needed.
• Implement and leverage support tools, systems, and technologies to optimize support operations and enhance customer experience.
• Provide leadership, guidance, and coaching to the technical support team, fostering a culture of excellence and continuous improvement.
• Set performance objectives, conduct performance evaluations, and identify training and development needs.
• Mentor team members, empowering them to enhance their technical skills and deliver exceptional customer service.
• Foster collaboration, knowledge sharing, and teamwork within the technical support team and across departments.
• Build and maintain strong relationships with customers, acting as a trusted advisor and primary point of contact for technical support-related matters.
• Collaborate with customers to understand their specific needs, provide proactive support, and ensure customer satisfaction.
• Conduct regular customer reviews, analyze support metrics, and implement strategies to improve customer experience and retention.
• Identify opportunities for upselling or cross-selling additional services to customers and collaborate with sales teams to drive revenue growth.
• Analyze support processes and workflows, identifying areas for improvement and implementing best practices to drive operational efficiency.
• Monitor support metrics and KPIs, track trends, and implement corrective actions to optimize support performance and customer satisfaction.
• Collaborate with product management and engineering teams to provide customer feedback and contribute to product enhancements and roadmap planning.
• Stay updated with industry trends, emerging technologies, and best practices in technical support to drive innovation and continuous improvement.
• Collaborate with internal stakeholders, including sales, product management, and engineering, to align support strategies with business goals and customer needs.
• Engage with external partners and vendors to ensure effective collaboration and resolution of support-related issues.
• Participate in cross-functional meetings, projects, and initiatives to represent the technical support function and provide insights and recommendations.

In combination with:

• Bachelor's degree in computer science, engineering, or a related field. MBA or advanced degree is a plus.
• Proven track record of leading and managing technical support operations, delivering exceptional customer service, and driving customer satisfaction.
• Strong leadership and people management skills, with the ability to motivate and develop high-performing teams.
• Excellent communication, negotiation, and relationship-building abilities.
• Solid technical background with a good understanding of enterprise software, data management, and cloud

You are the best candidate if you have:

• 10 years of experience in technical support, customer support, or related roles, preferably in the managed services or enterprise software industry.

Our benefits and fun:

• Flexible working schedule  
• Competitive Health Benefits  
• Employee Recognition Program  

Our application procedure:

• Interested in this vacancy? Click Apply and send us your resume immediately!

Details:

• Location: Hyderabad, India
• Department: GOC
• Position Title: Director of Technical Product Support