Job Title: R&D Customer Focus Director

We are seeking an experienced and dynamic RnD Leader to lead our customer oriented Technical Solution Team. The leader will empower our customers with technical solutions by providing support and delivering technical solutions, addressing challenges of our clients enabling them to achieve their goals. The ideal candidate is customer obsessed and possesses strong leadership skills, deep technical hands on expertise,  and a passion for driving innovation and excellence.

What you will do:

• Lead a team that will:
• Build internal tools to the customer support team to handle repetitive tasks.
• Triage advanced customer customization/misconfiguration issues escalated by support teams.
• Resolve the majority of our customer bugs that are shipped to R&D.
• Provide tailored solutions (approved by R&D) to customer retention & sales teams where required.
• Partner with Customer Support as trusted advisor to customer related issues, solutions and education and take part in customer calls where needed.
• Be empowered customer advocate taking part on features and issues prioritization with R&D.
• Lead, mentor, and develop a high-performing team of technical solution specialists, providing guidance, support, and coaching as needed.
• Foster a collaborative and inclusive team culture that promotes innovation, creativity, and continuous improvement.
• Collaborate with senior leadership to define and execute the team’s vision, mission, and long-term objectives.

What you will bring:

• Bachelor’s degree in Computer Science, Engineering, or a related field,  advanced degree preferred.
• Years of experience in technical solution and R&D roles with demonstrated experience in managing teams & delivering successful outcomes.
• Hands-on experience in writing code, system designs and troubleshooting.
• Strong leadership and management skills, with the ability to inspire, motivate, and develop teams to achieve their full potential.
• Excellent communication, interpersonal, and negotiation skills, with the ability to effectively collaborate with clients, stakeholders, and team members.
• Proven ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

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