Head of Global Customer Support

Our mission is to support customers keep our communities warm, safe, and running, sustainably.

We make this possible, providing our customers with the best-of-breed Field Service Management software platform specifically designed for linear asset management, and through our industry experts and cutting-edge technologies.

A career at OverIT means unleashing your potential in a high-growth and high-energy environment. Moreover, you will join a SaaS company committed to becoming a global leader in FSM while enhancing your potential in a great place to work.

We are committed to growing along with our customers and partners, inspiring talents, and giving back to the community. We rely on four core values : trust, customer success, excellence, and simplicity.

Job Overview

As the Head of Global Customer Support you will be a key player of the Customer Success Group (CSG) organization and an active member of the CSG Leadership Team, directly reporting to the Chief Customer Success Officer.

Beyond guiding a large organization composed of over 80 professionals, you will oversee the assistance activities we deliver on the OverIT standard solutions and the dedicated application maintenance support we provide to our customers on their instances.

You will be responsible for the operations of the unit, ensuring top-level performance, strict compliance with contractual SLAs and adequate monitoring of costs and profitability.

You will be involved in the presales process to help define the sales strategy for appropriately addressing the post-production support services.

As the leader of a customer-centric unit, you will be in direct contact with customers to manage escalations and define the best possible support strategy, where needed.

Key Responsibilities :

Team Management :

• Effectively hire new talents and manage their development, training them to efficiently and responsibly work in the Global Support Unit;
• Manage business relations with partners and suppliers;
• Define and be responsible for the unit’s staffing and performance management strategies;
• Oversee resource allocation and macro-planning processes (at program level).

Process Management :

• Define and discuss Global Support strategies and trends with the CSG Leadership team;
• Moderate the relations among all relevant stakeholders, including partners, customers, vendors, and other internal teams involved in the Customer Support operations;
• Act as the point of reference for the constant improvement of global support processes and tools, as to face new needs;
• Structure all the processes and tools needed for the correct service management;
• Define and draft the most appropriate strategy to ensure an effective 24 / 7 service delivery to customers living in areas with different time zones and languages;
• Put in place and monitor KPIs.

Operations Management :

• Communicate with Senior Management and C-level to support the achievement of business and IT goals;
• Ensure the correct escalation management;
• Collaborate with Client Lead and Customer Success Manager to define customer success strategies;
• Regularly assess and share results with internal stakeholders;
• Communicate with Customer Success Managers to discuss upselling or cross-selling opportunities, risks, customer complaints, etc.;
• Perform tangible data-driven monitoring of the unit.

Required experience and skills :

• Excellent knowledge of the main ITIL processes, with particular reference to Incident Management, Problem Management, Service Request Management, and SLA Management;
• Experience in leading large and fast- growing business unit (50+) and international experience as Service manager;
• Ability to create a cohesive team and disposition to effective team management, training, and development by balancing and planning short-term actions;
• Thorough understanding of the corporate business and strategic service desk vision and talent for setting long-term team goals;
• Knowledge and understanding of all relevant industry standards and best practices for service management;
• Excellent interpersonal skills, including influential and persuasive communication with stakeholders;
• Ability to market and promote the Global Support Center to advocate for necessary resources, support, and appreciation;
• Critical-thinking approach for systems and sound judgment for making consistent and necessary adjustments;
• Understanding of common cloud architectures;
• Knowledge of Oracle DB and Java applications;
• Fluent in English and Italian (B2 or higher);
• Fluency in Spanish is a nice-to-have requirement positively evaluated.
• Location flexible approach : you will be able to choose where to work from within Italy (and within the constraints of the business requirements);
• Learning Path : since we advocate continued learning, you will have free access to the e-learning platforms (Udemy, Pluralsight, and Fluentify) and participation in the training courses;
• Stimulating, young, innovative, and global working environment to unleash your full growth potential.

At OverIT we value diversity and are committed to equal employment opportunities regardless of religion, age, disability, sexual orientation, gender perception or identity, ethnicity, or place of origin.