What are the responsibilities and job description for the Technical Services Director position at Marlee?
Job Details
Job Description
Fast-track your career with the Marlee Talent Pool. We're not just matching you with your ideal roles but unlocking your long-term career potential. Marlee goes above and beyond by identifying key strengths for your CV, helping you discover a career direction you might not have considered where you can truly thrive, and guiding you to develop those essential soft human skills that close gaps in your resume.
Marlee's innovative approach then places you in teams where you'll flourish. Using cutting-edge motivational science, we connect you with roles in teams and within organizations that make your heart sing and help our partners build their dream teams.
About the role
As a Technical Services Director, you will be the linchpin between technical and customer-facing teams. In this role, you ll develop scalable solutions that align with our partner s customer success strategy to ensure a high standard customer experience is met.
Your role also includes:
- Leading technical teams across Solutions Consulting, Technical Account Management (TAM), and Implementation to deliver impactful solutions
- Creating and implementing strategies that enhance service efficiency while ensuring smooth customer end-to-end journeys
- Collaborating with the Customer Success team to align technical services with retention strategies, helping customers achieve their goals and cultivating a collaborative, customer-first mindset
- Fostering partnerships across Customer Success, Product, and Enablement teams to work on a unified approach towards excellent customer experiences
- Setting clear goals, initiatives and KPIs that align with company objectives while nurturing continuous improvement and innovation
- Providing valuable customer insights and technical feedback for product teams for informed product roadmaps and future service offerings
- Implementing the best practices and standardized processes in technical services to ensure consistent, high-quality results
- Tracking and optimizing key metrics including time to value, activation rate, and successful onboarding experiences
You re fit for the role, if you have:
- Leadership experience in technical services within B2B technology, particularly in customer success or solutions delivery
- Adept knowledge in solutions consulting, technical account management, and implementation approaches
- A strategic mindset to develop processes driving scalability, efficiency and customer success
- Genuine dedication and passion for delivering exceptional customer experiences
- Sharp analytical and problem-solving capabilities
- Experience in building and mentoring high-performing cross-functional teams
- Clear communication skills that bridge technical and non-technical conversations
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