Experteer Overview
In this role you drive regional platform performance and proactive customer support, aligning regional operations with global standards. You bridge regional execution with Product and Engineering to improve platform usability, stability, and adoption across multiple platforms. You'll lead high-touch support for strategic customers, automate self-service options, and optimize KPIs to reduce friction and enhance CSAT. This position offers a cross-functional leadership path and a chance to shape platform strategy and elite customer experiences at scale.
Compensaciones / Beneficios
- Own platform strategy and execution across X4A, X4C, XI, and X4V within the region, aligned with global standards
- Collaborate with Product and Engineering to drive improvements and resolve systemic issues
- Develop and communicate platform strategy aligned with long-term goals
- Lead development and deployment of self-service capabilities and AI agents to reduce support volume
- Manage global support KPIs including ticket resolution, CSAT, and SLO adherence
- Oversee day-to-day support operations and backlog management
- Drive continuous improvement across platforms, processes, and support delivery
- Lead and mentor regional TAM support team for strategic accounts
- Create account coverage models, escalation protocols, and success plans for high-value customers
- Produce executive reports and present Monthly/Quarterly Business Reviews
- Drive automation, reduction of ticket volumes, and cross-functional project initiatives
- Serve as liaison between technical teams and business stakeholders to influence roadmaps
- Review regional segmentation and prioritize enhancements based on business impact
- Support IT audits, security compliance, and data governance
Responsabilidades
- Bachelor's degree in Computer Science, Information Systems, or related field
- 3+ years in a general senior leadership role
- Proven experience managing cross-functional technical teams, vendor partners, and enterprise application support
- Experience with Zendesk, ServiceNow, Jira Service Management
- Strong understanding of platform strategy, AI-driven support models, and self-service technologies
- Excellent communication, analytical, and stakeholder management skills
- Excellent presentation skills
Requisitos principales
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