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We are looking for a Customer Support Manager to join our business group. In this role, you will lead our customer-facing technical organization, ensuring successful adoption, integration, and long-term satisfaction of customers using our products. The role combines team leadership, technical oversight, and program governance to deliver a complete whole product solution at scale.
Responsibilities:
Lead and manage a team of Application Engineers from different technical disciplines (HW, SW, System)
Own overall customer success across multiple accounts, acting as an escalation point for complex technical and program issues
Drive high-quality technical support, system integration, and validation activities
Define and scale support processes, tools, and best practices to support growing customer base
Ensure delivery of a complete solution (product, documentation, tools, training, and support)
Collect, prioritize, and represent customer feedback to Product and R&D
Collaborate closely with R&D, Product, Sales, and Operations to align on customer needs and company goals
Build strong customer relationships and ensure high levels of satisfaction.

The Senior Professional Services Consultant is an important role as they will own the implementation of our product for our customers. We're looking for a passionate and motivated team member who will partner with our customers to design and build solutions that enhance the user experience across multiple websites and platforms. The ideal candidate is passionate about technology, solutioning, and customer success. The Sr Professional Services Consultant will report to the Director of Professional Services EMEA.
What You'll Own
Implementation: Design, build, and implement interactive experiences for our customers to drive business impact, such as enhancing their end-user onboarding experience and accelerating feature adoption.
Consultation: Work closely with customer application owners to understand their business objectives, pain points, and end-user needs. Provide expert advice and recommend solutions that align with their goals and improve user experiences.
Project Management: Lead end-to-end projects, collaborating with customers, internal stakeholders, and the development team to ensure successful delivery within scope, timeline, and budget.
Data Analysis: Monitor and analyze usage data and user feedback to identify opportunities for optimization and improvement. Constantly strive to increase effectiveness and user engagement.
Knowledge Transfer: Conduct training sessions for customers on best practices, ensuring they can make the most of the product and effectively utilize its features to enhance their applications.
Troubleshooting: Identify and resolve any issues related to implementation, ensuring smooth functionality across different platforms and devices.
Collaboration: Foster strong cross-functional collaboration with UX/UI designers, developers, customer success teams, and other stakeholders.
** Please note: The work week for this position is Monday - Friday (Sunday is a day off)

As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.
What You'll Own
Communicate with customers via email, live chat, and screen shares.
Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.
Develop in-depth knowledge of our products and their features.
Engage with customers to understand and fulfil their goals with our solutions.
Apply and share best practices for optimal use of our products.
Innovate and propose ideas for enhancing the overall customer experience.