Cloudbyz

You are applying for the position of Support Lead / Customer Success Manager at Cloudbyz, a leading provider of unified eClinical solutions to Life Sciences and Consumer Research sectors. As a Support Lead, you will play a crucial role in managing a team of support engineers to provide 24/7 technical support for Salesforce configurations and development-related issues, ensuring exceptional customer satisfaction and efficient resolution of technical issues. **Key Responsibilities:** - Lead and manage a team of support engineers to provide 24/7 technical support for Salesforce configurations and development-related issues. - Oversee day-to-day operations of the support team, ensuring timely and effective resolution of customer issues. - Act as a primary point of contact for escalated customer issues and ensure prompt and satisfactory resolutions. - Develop and implement support processes and procedures to enhance team efficiency and customer satisfaction. - Monitor team performance, provide coaching and mentoring, and conduct regular performance reviews. - Collaborate with cross-functional teams, including product development, to address complex technical problems and improve product functionality. - Analyze support metrics and customer feedback to identify areas for improvement and implement corrective actions. - Ensure proper documentation and maintenance of customer interactions and technical procedures in the ticketing system. - Foster a customer-centric culture within the support team, promoting best practices and continuous improvement. **Qualifications:** - Bachelor's degree in Computer Science, Information Technology, or a related field. - Over 5 years of experience in a customer support or customer success role, with at least 3 years in a leadership position. - Expertise in Salesforce administration, configuration, and development, including Apex, Visualforce, Lightning components, and Salesforce APIs. - Proven ability to manage and lead a technical support team in a fast-paced, dynamic environment. - Strong problem-solving skills and ability to troubleshoot complex technical issues. - Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users. - Experience with IT service management (ITSM) tools and practices. - Ability to work in rotational shifts, including nights and weekends. If you are looking for a dynamic work environment where you can lead a team that is revolutionizing clinical research operations globally, join us at Cloudbyz and take advantage of competitive salary and benefits, opportunities for professional growth, and the chance to work with cutting-edge technologies in the life sciences industry.,