Key Responsibilities:

📍Provides leadership for the Support Team: 📍Provide training and mentorship to the Support Engineers. 📍Be accountable for the team’s delivery of timely and accurate technical solutions to customers. 📍Ensure depth and breadth of technical skills are maintained across the team to support customer demand. 📍Work closely with the solutions, success & onboarding teams to understand the customer use-case and ensure a smooth transition from new business (sales) to customer success. 📍Own the post-sale support processes by acting as a bridge between onboarding, engineering and customers. 📍Manage & streamline the customer support processes 📍Define, achieve and monitor quarterly goals of the support team 📍Where relevant, assist / educate customers on best practices when dealing with our Support function 📍Lead incident reporting and investigations, liaising directly with customers when needed 📍Work closely with our fraud & risk team to ensure that and user/client reported fraud is dealt with and any fraudulent trends are identified and escalated 📍Monitor & Create customer metrics alongside comms to proactively detect any integration, degradation or conversion issues 📍Monitor customers usage, SLAS and billing to ensure that we are providing them with appropriate support and pricing - a primary focus will be placed on Enterprise clients 📍Prioritise customers based on business context and proactively manage relationships to delight customers at various touch points along the post-sale and growth process. 📍Use customer insights to help inform product decisions. 📍Assist in automating any manual support operations to promote scalability of the support function 📍Identify areas where we could assist customers further (e.g. other use cases) and liaise with sales if the product needs to be expanded. 📍Alongside all elements of the above, define, own and optimise novel customer success metrics and retention 📍Managing the support/on-call roster with engineering to ensure team and operational coverage

Requirements:

📍7+ years in a customer-facing role. 📍Leadership and organisational management experience. 📍A track record of success in account management or fostering partnerships 📍Experience in working in B2B SaaS, API or Payments companies. 📍Empathy for customer objectives and pain points (i.e. the ability to walk in a customer's shoes and understand their biggest problems). 📍Hands on technical experience such as log and data analysis