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Product Success Director

1 week ago

Dublin, Dublin City, Ireland Xtremepush Full time

About the Role

As a Technical Product Support Manager at Xtremepush, you'll play a crucial role in shaping the support strategy, leading a dedicated team, and collaborating across departments to ensure our customers thrive. We're seeking a dynamic and experienced leader who can drive initiatives that enhance customer success and foster a customer-centric culture.

Responsibilities:

  • Develop and maintain in-depth knowledge of Xtremepush SaaS products, staying updated on features, updates, and improvements.
  • Utilise deep technical knowledge to provide expert support, resolving complex technical issues efficiently.
  • Cross-Departmental Collaboration: Collaborate with sales, product development, and marketing teams to ensure cohesive customer support and product enhancement strategies.
  • Process Improvement: Continuously assess and improve support processes to enhance efficiency and customer satisfaction, implementing best practices.
  • Data Analysis: Analyse customer support data and metrics to identify trends, track performance, and implement data-driven improvements.
  • Customer Support: Provide exceptional support to clients, addressing queries, issues, and concerns promptly and effectively.
  • Team Leadership: Lead, mentor, and manage a team of support professionals, providing guidance and training to enhance skills and service quality.
  • Documentation: Create and maintain comprehensive product documentation, including FAQs, troubleshooting guides, and knowledge base articles.
  • SLA Management: Monitor and manage Service Level Agreements (SLAs) for support responses and issue resolutions, ensuring adherence to deadlines.
  • Escalation Handling: Address escalated customer issues promptly and professionally, coordinating with management or other departments as needed.
  • Performance Metrics: Track and analyse support metrics, including customer satisfaction scores, response times, resolution rates, and retention rates.

Requirements:

  • Strong technical background with hands-on experience in troubleshooting and problem-solving, preferably in SaaS products and mobile technologies.
  • Proven track record of delivering exceptional customer support and managing customer relationships.
  • 2+ years of experience in managing a product support team, demonstrating effective managerial skills.
  • Proficiency in data analysis, utilising metrics to drive improvements and make data-driven decisions.
  • Ability to thrive in a fast-paced, dynamic environment, with a willingness to learn and adapt to new technologies.
  • Experience with Zendesk, Jira, HubSpot, or similar tools required.
  • Degree in Computer Science, Business, or related fields preferred.