Head – Technical
Support & Services (TSS)/Customer Success - Gurgaon/Kolkata || Experience 15+
years || Contact us at surendra@pivotal.associates ||
H/P: +65
9165 5825 || H/P: +91 99867 39628
Head
– Technical Support & Services (TSS)/Customer Success
The Head
of TSS is responsible for the primary objective of driving the vision for
consistency in TSS standards. The Head of TSS is accountable for shaping and
delivering the business’s consumer service propositions in order to drive the
overall performance of the department.
The
Head of TSS balances customer support strategy with delivery and champions for
people management, performance management, and talent agendas, enabling
excellence in customer support delivery, upholding a consumer-centric focus and
mind-set of surpassing departmental expectations. The Head of TSS oversees cost
effectiveness, productivity, and the provision of customer support procedures
that nurture continuous improvement.
Objectives and
Responsibilities of the Head of TSS
Leadership/Supervisory
Role: The
first and most prominent role of the Head of TSS is to provide leadership and
direction to the entire TSS department. He/She establishes and oversees the
adoption of the support department’s vision, goals and objectives at all
levels. The Head of TSS leads ground support for customer support engineers,
developing and implementing efficient officers in implementing customer
experience support plans. This is inclusive of leading analyses, workshops, and
the development of recommendations for customer insights for review by the
company management.
In
this leadership role, the Head of TSS ensures that customer support department
needs are correctly prioritized in order to ensure the correctly prioritized
allocation of resources. He/She also ensures that customer support activities
are seen to deliver measurable and significant value to the businesses and meet
customer loyalty targets. The Head of TSS also evangelizes the importance of
customer experience to the overall performance of the business and establishes
himself/herself as the go-to expert for senior sales management within the
sales department and the business at large.
In
this capacity, the Head of TSS also plays a mentorship role to key customer
support personnel by assisting in the execution of their duties upon request,
ensuring constant sharpening of their skills and grooming them for the
occupation of his/her position in the future.
Strategy: The Head of TSS plays the lead role
in strategy formulation for the customer support department. He/She also
oversees and determines key strategic direction and objectives of customer
support department. The Head of TSS drives necessary changes for the
improvement of operating and organizational efficiency of the customer support
team.
He/She
orchestrates the continuous improvement of customer experience through the
formulation or constant improvement of the approaches and strategies applied by
the team. The Head of TSS also supports the relevance of the business’s
customer loyalty targets in order to ensure that they are communicated and
applied correctly across the sales department as a whole.
Analytics: The Head of TSS is also tasked with a
strategic role, where he measures the effectiveness of all customer support
approaches and initiatives primarily through conducting consumer surveys and
analysis of recorded support agent to consumer correspondence. The Head of TSS
also conducts research and puts performance measures in place for the purpose
of continually monitoring the customer support performance processes, which
leads to the formulation of improved approaches and strategies that facilitate
the achievement of consumer satisfaction targets.
The Head
of TSS is also tasked with conducting financial analysis for the department,
managing the departmental budget, voicing any additional financial support to
the finance department for the purpose of facilitating improvement in customer
support initiatives. He additionally creates reports and strategic
recommendations from various customer support research and analyses, which he
presents to the Director of Sales, the Chief Sales Officer, and relevant
stakeholders.
Relationships: The Head of TSS is also in charge of
managing both internal and external relationships on behalf of the customer
support department. He is in charge of all top administration customer support
management and stakeholders as well as engaging in direct interactions with the
business’s consumers. These interactions will normally involve negotiation with
consumers with an aim of collecting feedback on customer support efforts and
influencing senior customer support management and stakeholders on proposed
approaches and strategies for the department.
Other
Duties: The Head
of TSS also performs other duties as are he deems necessary in the execution of
his duties or duties as delegated by the management.
Required
Qualifications of the Head of TSS
Education: The Head of TSS must have a master’s
degree in Business Administration, Project Management, Public Relations,
Information Systems, Information Technology, or any other related field. The
equivalent in working experience is also acceptable.
Experience: A candidate for this position must
have had over 15 years of working experience in customer support, preferably
working as a Customer Support Manager for a business within a fast-paced and
competitive environment. The candidate will also have vast experience in
customer service research and analytical techniques.
A
suitable candidate will also have had proven and successful experience driving
positive change and influencing enhanced performance in a customer support
department. This candidate will also have had a proven and successful
experience mapping consumer journeys and creating customer support strategies.
As a bonus, the candidate will also portray a deep understanding of the
importance of aligning departmental targets with the business KPIs.
The candidate MUST have experience working
with software product company. It is expected from the candidate to understand
the TSS in a Software Product company environment.
The
job is not just a managerial job, but it involves “technology understanding & knowledge”
as well. Candidate from similar field
will be highly preferred.
Communication
Skills: Communication
skills are one of the most important assets for a Head of TSS. The
efficiency of the entire customer support department is dependent on the
clarity of communication relayed on junior customer support personnel by the Head
of TSS. More importantly, the Head of TSS will need exceptional communication
skills in order to effectively communicate with consumers and convey accurate
and high-quality feedback to the business that will facilitate the formulation
of effective approaches and strategies.
The Head
of TSS will also need to have excellent communication skills that will aid in
the creation of engaging reports and presentations for senior management. He
must also be capable of tailoring messages for different audiences, bringing out
complex concepts in a simple, unambiguous, understandable, and convincing
manner.
MS
Office/Platforms: The
Head of TSS must demonstrate proficiency in MS Word, Excel and PowerPoint,
which will be useful in the creation of visually and verbally engaging reports
and presentations and conveyance of detailed customer support information to
junior customer support and other sales personnel, for example policies,
operational procedures, and processes.
Technological
Savvy/Analytical Skills: The Head of TSS must also have technological
acumen, which is necessary today if the business is to gain a wider consumer
reach. This is because most consumers have integrated technological
communication channels and appliances in their day-to-day lives and the
business must follow suit if they are to maintain regular and effective contact
with their consumers.
A
suitable candidate will also demonstrate a keen understanding of financial
metrics inclusive of cost management, budget setting, call forecasting, and
revenue generation. The candidate will also possess strong skills in data
management, analysis, and processing, having an ability to translate raw
consumer support data and information into actionable solutions and strategies.
Interpersonal
Skills: The Head
of TSS must have an ability to think creatively and strategically, have the
ability to multi-task and work comfortably under pressure, to identify issues
and work to resolve them in partnership with business leaders and have an
ability to operate effectively under pressure and deliver results.
This
candidate will have an ability to prioritize, manage multiple projects and meet
deadlines, possess strong problem-solving and decision-making skills, be
self-motivated working under minimal supervision, and demonstrate calmness and
composure under stress and uncertainty and inspire the same in junior customer
support personnel.
Leadership/People
Skills: A
suitable candidate will possess outstanding leadership skills. He/She will
portray an ability to inspire and motivate others, guiding them in a unified
direction and taking accountability for the group’s actions. He/She will also
be an approachable and relatable individual, making it easy for junior
personnel to follow in his/her direction and for senior customer support team
members to earn his/her trust and give credit to his/her insights and
judgments.