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The mission is the fundamental reason this position exists.
HOVER is transforming the home improvement market by making it possible for anyone with a smartphone camera to create an interactive 3D model of virtually any building in the world, complete with detailed measurements and powerful design features. The mission for the Head of Customer Support is to build a world-class support team. You'll develop and implement the strategy that will provide Hover customers with an amazing support experience.
The outcomes are the specific and measurable objectives that have a significant impact on the team and business, and include the timeframe over which they should be achieved.
BUILD A WORLD-CLASS SUPPORT TEAM
OWN THE OVERALL TEAM STRATEGY AND SUPPORT GOALS (CSAT)
IDENTIFY & TRACK KEY SUPPORT SUCCESS METRICS
YOU SHOULD HAVE:
B.A. or B.S. degree
5+ years of experience in customer success, account management, professional services, or consulting, with at least 3 years' experience leading a team within these environments.
WE HOPE YOU HAVE:
Experience working with large enterprise customers within the SaaS industry, higher education, and/or the public sector.
Practical business knowledge combined with a genuine passion for technology, big data, and/or entrepreneurship.
Great communication skills, including the ability to credibly and compellingly present and debate recommendations with senior leadership.
A proactive approach to your role, including the ability to seek out information, solve conceptual problems, align resources, and deliver results within challenging conditions.
A high-energy, team-first attitude and a motivation to excel in a fast-paced startup environment.
Working knowledge of Salesforce reports, metrics and dashboards.