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ABBYY is looking for Regional Head of Customer Support, who will provide leadership, manage the day-to-day operation and execute the vision & strategy communicated by the VP of Customer Support, who you report to.
Responsibilities:
Ensure targeted service and performance standards are achieved and continuously improved upon;
Identify customer service trends and determine system improvements;
Handle Customer escalations and ensure proper internal/external communications;
Meet regularly with regional heads of Sales, Pre-Sales and Professional Services to stay informed of activities in their region;
Communicate job expectations to subordinates;
Achieve customer service objectives by contributing customer service metrics and recommendations to strategic plans and reviews.
Requirements:
University degree and/or at least 3 years of experience managing or leading a technical team;
Demonstrate interpersonal skills including, mentoring, coaching, presentation skills and the ability to interact with colleagues at all technical levels and in an assertive way;
Excellent written and verbal communication skills and presentation skills in English;
Professional demeanor and able to work and navigate in a quickly evolving environment;
Positive customer focused outlook;
Ability to learn and understand new management techniques, concepts and processes;
Excellent customer facing and personal interaction skills.
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