Head of Customer Support

HEAD of CUSTOMER SUPPORT - INTERNET

I'm looking for someone to lead a customer support function for a very
exciting Pittsburgh-based early-stage internet co. with 24 employees,
nice revenue and explosive growth. It reports to the CEO and the title
is open for now but most likely it will be a Director:


Qualifications: (Bold = MUST HAVE)

Experience in a customer facing role and in Project Management
PROACTIVE with customers and prospects to ensure smooth trials,
installations, upgrades, etc.
Experience with software product installation (NOT hardware) and
customer support processes Values entrepreneurial situations and
high-growth opportunities
Web development skills: HTML, CSS, XML; XSL and Apache/IS server
configuration a plus
Familiarity with bug tracking, ticket tracking, and CRM tools
Cultural fit with company with academic origins
Likes organically profitable firms that have not taken the venture
capitalist path
BS degree plus 5+ years managing in a CS environment


Responsibilities:
Work with sales to define in advance client expectations and amount of
customer support required
Ensure customers and prospects have a smooth experience and
expectations are met during install Maintain post-sales customer
relations
Supervise one sales engineer (initially) and a larger group as company
grows
Help define the ongoing CRM infrastructure
Prepare the
support parts of replies to RFPs

Local (defined as commutable to Pittsburgh) candidates only.

Compensation in high five-figures plus bonus and stock options.

Please let me know if you have an interest or if you know anyone else,
please either point me to them or give them my contact info.
Thanks,
Dave

David Meeks, Owner/Recruiter @ LM Resources, LLC
dmeeks DeleteThis @l-mresources.com