Technical Support Manager with English

hace 2 semanas

Barcelona, Barcelona, España Arena A tiempo completo
Transforming the Future of Innovation

At Arena, we're revolutionizing the way we create our interconnected world. As a Technical Support Manager with English, you'll play a crucial role in driving our customers' digital transformation journeys.

Your Mission

As a member of our global support organization, you'll collaborate with support managers worldwide to provide world-class technical support to our clients. Your primary focus will be managing 6-12 support engineers, their performance, and career development. You'll work closely with services and account teams to ensure all issues are handled effectively to meet sales and services goals.

Your Impact

As a manager, you'll be responsible for delivering superior-quality support services to our customers and partners, ensuring customer satisfaction while working alongside a highly talented and collaborative global team. You'll protect and grow annual recurring revenue (ARR) by providing a seamless PTC experience to achieve our customers' desired outcomes and accelerate customers' success.

Your Day-to-Day

You'll manage the workload within your team by setting appropriate work capacity expectations and leveraging all resources as needed. You'll ensure that KPIs are met and core business processes are executed according to standards. You'll provide technical or procedural directions and interact with customers and internal stakeholders. You'll run regular case and metric review meetings, communicate the status of customer issues and overall health internally as necessary, and manage escalated customer issues and resolve them in conjunction with the escalation manager.

What We're Looking For

We're seeking a strong organizational leader with excellent communication skills, a willingness to travel occasionally, and the ability to establish and maintain excellent relationships across various internal and external roles. If you're passionate about driving the future of innovation and want to make a meaningful impact, we encourage you to apply.

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