Technical Lead Customer Support

Exeevo is a unified CRM solution for sales, marketing, medical, and service teams built on Microsoft technology. It is a global leader in customer relationship management (CRM) solutions that is purpose-built for the life sciences industry.

Our AI-powered, cloud-based platform unifies sales, marketing, medical, and service functions, enabling pharmaceutical, biotech, and medical device organizations to connect with stakeholders in transformative and innovative ways. By leveraging advanced technologies, Exeevo empowers Life Sciences companies to redefine how they engage with healthcare professionals, patients, and other key audiences, driving growth and delivering measurable business impact.

Exeevo has been acquired by Valsoft Corporation Inc. (“Valsoft”), a Canadian company specializing in acquiring and developing vertical market software businesses.

Role Summary:

The Technical Lead plays a significant role in the growth of Exeevo and our solution platforms. This position supports various roles and works closely with Customer Success, Product, Engineering, and PMO. This role will be responsible for the successful management of the Operational Support Service that Exeevo provides to our customers, covering all technical aspects of our product.

The successful candidate will act as the technical lead of support specialists and engineers to respond to and resolve incidents and service requests raised by the customers within the agreed SLAs. They will be the main point of contact for all service reporting and discussions with the customer, including identifying opportunities for growth of the adoption of the Exeevo tools within the customer’s business.

This can include the management of incremental updates to the solution from the core product or changes requested by the operational users. At Exeevo, we operate in a fast-paced development environment where everyone rolls up their sleeves to accelerate our products forward for our customers.

About Team:

The Customer Support team within Exeevo organization is responsible for ensuring best in class product quality and an exceptional customer experience in existing and future life science software technologies. The key pillars of Operations Manager include process quality, functional safety, product quality, continuous improvement, and quality analytics.

Key Responsibilities:

• The candidate will act as a Subject Matter Expert (SME) for the CRM system.
• The individual will be responsible for supporting Microsoft Dynamics 365 CRM platform and should have sound knowledge in Dynamics CRM entities, workflows, configurations, reporting, dashboards, and security model.
• Support other team members in the knowledge transfer process so the whole team is able to understand and provide technical support for new features.
• Ensure the L2 Operational support team resolves incidents and requests from customers within the agreed SLAs.
• Manage the collaboration between the L2 and L3 product teams to resolve more complex technical tickets as required.
• Act as the technical lead for the Operational Specialists on the team to guide them in how to resolve tickets raised by the customer.
• Take ownership to resolve the more complex technical tickets that the junior team members are not able to address.
• Meet with key stakeholders in the countries using the solution to review and follow up on their key incidents and requests.
• Build and maintain good relationships with the customers.
• Manage the prompt resolution of escalated tickets from the customer either directly or via a member of the Ops team.
• Participate in knowledge transfers from the product and projects team to understand in detail new features and functionality being delivered.
• Liaise with business teams to receive details of business changes, new content, template updates, etc.
• Willing to visit client locations as and when required.

Desired Skills & Experience:

• 5+ years’ experience of functional knowledge in Microsoft Dynamics CRM.
• Experienced in User Configs, Data Import, and Export.
• Experience in managing a team of support engineers.
• Experience with SaaS based technology solutions, preferably in Life Sciences.
• Experience working closely with Customer and Engineering teams delivering support services and changes to customers.
• Experience presenting operational status at a detailed level and rollup level to the leadership team.
• Management of customers, including dealing with difficult situations.

Education:

• Bachelor's degree or equivalent, IT and/or business focus.
• Preferably holding Microsoft Dynamics CRM certifications or currently studying for certifications.

Other Requirements / Working Conditions:

• Able to prioritise work in a multi-tasking environment.
• Effective verbal, written, and presentation skills.
• Able to meet tight deadlines, follow up on commitments, and act as needed.
• Highly organised with exceptional eye for detail.
• Strategic thinker who is action-oriented with a high sense of urgency.
• Good track record of delivering results and achieving sales targets.
• Ability to work collaboratively and build strong cross-functional relationships.