Job Description

The Head of Professional Service and Technical Support will oversee the delivery of exceptional technical support and professional services, ensuring customer satisfaction and operational excellence. This role is ideal for a leader with a strong background in software and technology, based in Bengaluru.

• Lead and manage the professional services and technical support teams to deliver outstanding customer experiences.
• Develop and implement processes to improve operational efficiency and service quality.
• Collaborate with cross-functional teams to ensure seamless product deployment and support.
• Monitor and analyse key performance metrics to drive continuous improvement.
• Provide technical guidance and support to resolve complex customer issues.
• Manage customer escalations and ensure timely resolution of critical issues.
• Develop training programs to enhance the skills and capabilities of the team.
• Stay updated on industry trends and emerging technologies to maintain a competitive edge.

Lead the professional services and technical support charter for the clientMust have at least 15 years of relevant experience in the SAAS space
A successful Head of Professional Service and Technical Support should have:

• A strong educational background in engineering, computer science, or a related field.
• Proven leadership experience in the software or technology industry.
• Expertise in managing professional services and technical support teams.
• Excellent problem-solving and decision-making skills.
• A customer-focused mindset with a commitment to delivering high-quality solutions.
• Strong communication and interpersonal skills.
• Familiarity with software deployment, troubleshooting, and support processes.

Our client is a Series D funded SAAS organisation, on its IPO pathway. We are mandated to hire a key leader in their Customer Operations charter, reporting to their CCO.
Work with one of the most scaled SAAS organisations in India
Lead a sizable exiting team and report directly into the CCO
Equity component for wealth creation

Skills Required