Lead a team of TSE and own the end-to-end execution and delivery of customer success objectives
Develop a clear and concise understanding of the Customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function
Drive team to clearly define Customer business outcomes and build a high quality “success plan” inclusive of Customer objectives, stakeholders, milestones, risks and metrics needed to achieve them
Be the “Voice of the Customer”, understand Customer goals and improve overall experience for our Customers, eliminate churn and grow the business, discover use cases, uncover business needs, drive increased adoption
Forster cross team and cross functional collaboration, communicate effectively with internal stakeholders to deliver on Customer expectations
Work independently with regular engagement and direction from management and be a model of the HERE core values
Travel up to 25%, both domestic and international, to meet customers and suppliers as needed.
Who are you?
10 plus years of technical experience (content / data / engineering) with a sales / pre-sales track record or equivalent technically oriented management function
Solid track record of managing customer relationships, including delivery of large scale programs to market and successful project management
Sound understanding of infotainment, telematics and wireless communication technology with a depth of experience across sectors – automotive, consumer electronics, public, telecom
Excellent consultative / advisory skills with an aptitude for strategic thinking, proactive risk management and problem solving
Strong leadership / lobbying skills with ability to influence people outside of one’s own managerial matrix and a track record of solid cross-functional stakeholder management skills and collaboration
Excellent interpersonal and communication skills in English, and inter-cultural work experience; local language skills are a plus
Graduate Bachelor’s Degree in Computer Science, Electrical Engineering or an equivalent technical field preferred
HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.
Who are we?
HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.
At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us. Watch Video
The Customer Technical Support and Success Manager Team Lead is responsible for supporting the total customer portfolio of products and services to ensure the customer is optimally using HERE products and services.
The Customer Technical Support and Success Manager Team Lead understands the customer’s needs and acts as the customer advocate with key HERE stakeholders to ensure we are exceeding expectations in supporting and solving Customer issues. He / She is responsible for leading and coordinating teams of Technical Support Engineers (TSE) and owning the responsibility and accountability for delivering on customer success objectives for the region.
This position is part of a team that operates in 24/7 shifts mode and requires hands-on on troubleshooting issues reported by our Customers.
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