Do you have experience of leading a technical helpdesk team, maintaining high customer retention increasing software licences ideally in a SaaS environment for an SME? Have you rebuilt and transformed a technical support and services team to provide better customer success?

A leading provider of software globally is seeking a Technical Support Manager to lead a dynamic technical team, building a high customer retention rate and increase software licences to existing customers.

You will need to establish this new function, born out of the previous technical support (2 people) and training (1 person) team. You will need to take existing, employees (3), and build the culture and business process to embed customer success within the organisation.

What will you be doing?

• Build a pro-active customer success attitude and skills within the team and across the organisation
• As the primary touchpoint for existing customers, build and maintain close relationships with them
• Pro-actively identify and resolve issues with existing customers
• Manage the support team to ensure that issues are resolved quickly, and opportunities realized
• Onboard and upskill new customers
• Customer training, content and documentation
• Regular customer communication such as customer success stories, newsletters and release announcements
• Manage initial customer requests for new features
• Challenge, hold accountable and motivate your team members
• Produce targets and achievements to measure your team against and allocate end of year bonuses against
• Create a customer success plan and implement it. (including a 100 day plan from joining date)

What do you need?

• You have an enthusiastic personality, are excited by meeting clients and will go the extra mile
• You have experience managing clients and developing relationships.
• Have built and transformed a team
• Experience within a fast paced, dynamic and entrepreneurial SME company
• At least 3 years' experience either in a Customer Success, Account Management or customer service/support role in a SaaS company, working with a portfolio of clients.

Although you will spend most of your time working from the office in Surrey, you will also travel to customer sites worldwide, mainly UK, Europe, Australia and the US. As they have a global customer base you will need to be flexible in your working hours to suit the customer's time zone.

What's on offer?

• Base salary £55,000 - £70,000 dep. exp
• Up to 10% performance bonus annual
• 20 days holiday rising on length of service + BH
• Pension
• Parking
• WFH and office based at present