Director of Customer Service and Technical Support at IT Company Artsofte
IT company Artsofte is looking for a Director of Customer Service and Technical Support who is ready to build customer service, technical support, and client development as a unified system with a direct impact on business results.
Artsofte is an IT company that creates software for developers, auto dealers, and banks. The company's structure includes 4 industry solutions and a comprehensive internet marketing agency. Profitbase scales customer service as a full-fledged business function influencing client development.
Key Task:
- Transformation of customer service from a support and administration function into a system that helps clients achieve business goals, increases Retention, and ensures revenue growth from the existing client base.
Areas of Responsibility:
- Client Onboarding: development of an onboarding system that ensures seamless client launch, adaptation of solutions to client business processes, user training, and rapid achievement of first results (Time-to-Value);
- Account Management and Client Development: organization of proactive support, management of Health Score and NPS, identification of growth opportunities, and organization of upsells in conjunction with the commercial department;
- Technical Support: development and scaling of a support system with transparent SLAs for clients in the Russian and CIS markets.
Key Goals:
- Meeting renewal plans;
- Growth in Retention of the existing client base;
- Growth in upsells to the existing client base;
- Improving the quality of customer experience and customer satisfaction levels.
What you will do in this role:
- Influence the development strategy of the company's customer service and customer experience;
- Opportunity to rebuild and scale Customer Success as a business function;
- Direct impact on client development and revenue growth from the existing client base;
- Opportunity to influence product changes through client data and feedback;
- Freedom to make decisions and build processes without micromanagement.
What you need to do:
- Develop a Customer Success approach where the customer service team is responsible not only for client support but also for the client achieving the expected business result from using Profitbase products;
- Implement and adjust the customer service strategy, form and develop a system of “healthy client” metrics, manage retention, Health Score, NPS, and client analytics;
- Influence product development through client analytics, feedback, and identification of systemic client problems;
- Build a client development and upsell process for the existing client base in collaboration with the commercial department;
- Manage client development: improve and refine onboarding standards, organize proactive support;
- Analyze the customer journey, identify factors for Retention growth, and implement initiatives to increase client retention;
- Manage technical support considering the specifics of the RF and CIS markets;
- Manage the team: hiring, onboarding, evaluation, development of managers and employees;
- Manage the budget and cost of the function, ensuring the achievement of the division's business goals;
- Utilize AI to improve the efficiency of customer service, support, and client analytics.
What you can do:
- Have experience managing customer service and technical support in B2B companies;
- Have experience in developing existing clients, growing retention, and increasing revenue from the client base;
- Worked with client segmentation, major counterparties, and upsells to the existing client base;
- Implemented Customer Success approaches, Health Score, onboarding and client development systems;
- Able to build a management system through data, analytics, and management reporting;
- Understand the financial model of the division and can work with PnL;
- Able to build cross-functional collaboration with sales, product, project office, and development;
- Use AI tools and automation in the team's daily work;
- Experience in IT, SaaS - will be an advantage.
Working Conditions:
- Office in the center of Yekaterinburg;
- Probationary period (6 months);
- Full-time in the office;
- Compensation: fixed salary, monthly bonus based on renewal plan achievement, and quarterly bonus upon reaching planned financial results.
