At a Glance
- Tasks: Lead a team to provide top-notch technical support for our innovative CRM solutions.
- Company: Join Exeevo, a global leader in life sciences CRM solutions powered by Microsoft technology.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact in the life sciences industry while developing your technical leadership skills.
- Qualifications: 5+ years of experience with Microsoft Dynamics CRM and team management skills required.
The predicted salary is between 60000 - 80000 £ per year.
Company Overview
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.
Requirements
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 SME for the CRM system.
- The individual will be responsible for supporting Microsoft Dynamics 365 CRM platform and the ideal candidate will 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.
- Ensuring the L2 Operational support team resolves incidents and requests from customers within the agreed SLAs.
- Managing 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.
- Meeting with key stakeholders in the countries using the solution to review and follow up on their key incidents and requests.
- Building and maintaining 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.
- Take part in knowledge transfers from the product and projects team to understand in detail new features and functionality being delivered.
- Liaison 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 in 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 prioritize 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 organized 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.
Technical Lead Customer Support employer: Workable
Exeevo is an exceptional employer that fosters a dynamic and collaborative work culture, where innovation and teamwork are at the forefront. As a Technical Lead in Customer Support, you will have the opportunity to work with cutting-edge technology in the life sciences sector, while benefiting from continuous professional development and a supportive environment that values employee growth. Located in a vibrant area, Exeevo offers a unique chance to engage with industry leaders and make a meaningful impact on healthcare solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Lead Customer Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Workable. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Workable before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Lead Customer Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Workable:Your cover letter is your chance to shine! Tell us why you want to work at Workable specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Workable!
How to prepare for a job interview at Workable
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
