Job Summary
The Regional Service Delivery Director is responsible for leading customer-facing technical teams in the APAC region, ensuring exceptional customer experiences. This role involves developing and executing a regional service delivery strategy aligned with company goals, focusing on customer satisfaction, retention, and product adoption.
Key Responsibilities:
* Strategic Leadership: Develop and execute a regional service delivery strategy aligned with the company's overall goals.
* Team Management & Development: Lead, mentor, and develop regional teams encompassing technical pre-sales, customer onboarding and activation, technical support, and product adoption specialists.
* Technical Pre-Sales Oversight: Ensure the technical pre-sales team effectively articulates the value proposition of our software, provides compelling technical solutions, and builds strong relationships with prospective customers.
* Customer Onboarding & Activation: Oversee the smooth and efficient onboarding and activation of new customers, ensuring a positive initial experience and setting the stage for long-term success.
* Technical Support Excellence: Drive the delivery of high-quality and timely technical support, ensuring efficient issue resolution, proactive communication, and a focus on exceeding customer expectations.
* Product Adoption & Customer Success: Develop and implement strategies to drive product adoption, working closely with the Account Management team to identify opportunities for expansion and ensure customers realize the full value of our solutions.
* Performance Monitoring & Reporting: Establish key performance indicators (KPIs) and develop regular reports to track team performance, identify trends, and provide insights to senior leadership.
* Cross-Functional Collaboration: Collaborate effectively with Sales, Account Management, and Marketing APAC teams to ensure a seamless customer journey and alignment within the team.