[T160] - Technical Solutions Manager - Web Development

[T160] - Technical Solutions Manager - Web Development

07 Jan
Milestone Internet Marketing Pvt Ltd

07 Jan

Milestone Internet Marketing Pvt Ltd


Job Description

Primary Responsibilities:

Provide superior website design, modification, enhancements and technical/marketing support and service to the Milestones customer base

Lead a multi-tiered, 24x7 support function to customers globally

Manage and develop the team, including hiring, motivation, professional development, and retention

Identify and facilitate training programs which will improve product knowledge, technical/marketing skills and customer handling skills of team members

Design, develop and implement processes, systems, and technology to operationalize and improve the Web development and Support function.

Hands-on experience in web development where the candidate is expected to technically guide the team with their web development experience.

Define, track and improve operational metrics for effective operations

Handle customer and internal escalations and deal personally with difficult customer issues

Work with Milestone's customer success managers and engineering team to identify and prioritize issues and enhancements which need to be taken up by the Product Team

Feed Product Intelligence and Customer Intelligence to the product team and the customer success teams

Required Skills/Experience:

8 years of experience in web development, production and support, with a minimum of 3 years in direct people management

Knowledge of front-end programming building websites including HTML, CSS, JavaScript, testing/debugging, and browser tools

Good knowledge of SDLC and associated tools

Experience in handling international customers especially in North America

Expertise in developing processes that help deliver high quality web production and support to customers in an effective and efficient manner

Excellent understanding of metrics to measure and improve the effectiveness of a high volume support organization

Ability to understand the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues

Familiarity with CRM or incident tracking and management systems

Track record of accomplishment and effectiveness within organizations

Good communication and interpersonal skills

Bachelors degree in Technology, preferably Computer Science

Preferred Knowledge, Skills, Abilities, And Background:

Exposure to digital marketing is highly desired

Exposure to creative web design and user experience is a plus

Understanding of SEO and Content Management Systems is desirable

Experience in a start-up company or organization of a multi-national marketing or marketing technology product company

Experience building a team from scratch or leading transformational changes in a customer facing organization

Highly energetic, with a passion for helping customers

Multitasker with willingness to 'roll up sleeves' and do whatever it takes to achieve desired results

Strong people leadership skills who can inspire confidence in team

Analytical problem solver with critical thinking capability

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