The Senior Director of Technical Support, reporting into the VP of Customer Experience (CX), will be responsible for creating a global technical support strategy and commercial model across HBT. The incumbent in this role, which will be based in Atlanta, will function as a true P&L owner, tasked with defining and growing a recurring revenue model while simultaneously improving customer retention. To that end, a consistent and customer centric tiered escalation model must be rolled out across HBT to ensure a great customer experience. Job one will be to pull together what today is a set of siloed teams with different approaches into one HBT team. Success in the role will ultimately be defined by (a) revenue growth from technical support, (b) product adoption of customers, and (c) increased customer satisfaction.
Develop strategy, offering and monetization model for technical support across all offerings and solutions (25%)
- Create compelling technical support offerings to be marketed and sold to customers to drive loyalty and revenue.
- Specifically focus on creating a subscription based technical support program that provides great value for money.
- Incorporate feedback from offering leaders and other key product / solutions stakeholder into the tech support strategy.
- Partner with Finance to ensure complete and accurate measurement for tech support revenues and expenses
Drive culture of high performance, operational excellence and efficient operations (50%)
- Collaborate with Sr. Director of CX Strategy & Functional Excellence to create differentiated technical support journeys
- Work with Honeywell Corporate CX to define and implement tech support maturity model, track progress against
- Define customer centric tiered escalation model that ensures continuity of customer contact and swift resolution
- Personalize technical support journey for customers to differentiate between training issue and true tech support need
- Partner with Sr. Director of CX Strategy & Functional Excellence to differentiate freemium and premium tech support