Team Leader and Support (Pune)

Team Leader – Demo & Support

The Team Leader – Demo & Support is responsible for leading a team that provides product demonstrations, technical support, and training to clients. This role ensures seamless customer onboarding, enhances user experience, and drives customer satisfaction by delivering high-quality product demonstrations and post-sales support. The ideal candidate should have strong leadership, communication, and problem-solving skills, along with technical expertise related to the company’s products/services.

Key Responsibilities:

1. Team Leadership & Training

• Lead, mentor, and manage a team of demo and support executives.
• Provide training to team members on product knowledge, customer engagement, and troubleshooting techniques.
• Monitor team performance and provide feedback for continuous improvement.

2. Product Demonstrations & Customer Onboarding

• Conduct live product demonstrations for potential and existing customers.
• Assist the sales team in showcasing product features and benefits to drive conversions.
• Develop demonstration scripts and presentations tailored to different client needs.

3. Technical Support & Issue Resolution

• Oversee customer queries and ensure timely resolution of technical issues.
• Work closely with the technical and product teams to escalate and resolve complex customer concerns.
• Document common issues and develop troubleshooting guides to improve response efficiency.

4. Customer Engagement & Satisfaction

• Ensure high levels of customer satisfaction by providing exceptional pre-sales and post-sales support.
• Gather customer feedback and communicate insights to product and sales teams.
• Build strong relationships with clients to enhance retention and loyalty.

5. Process Improvement & Reporting

• Continuously improve demo and support processes for better efficiency and customer experience.
• Track key performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Prepare reports for senior management, highlighting team performance and customer insights.

6. Cross-Functional Collaboration

• Work closely with sales, marketing, and product teams to align demonstration and support efforts with business objectives.
• Provide input on product improvements based on customer interactions and feedback.

Qualifications:

• Bachelor’s degree in Business, Engineering, IT, or a related field.
  

  Experience

• 5+ years of experience in customer support, technical support, or sales demonstrations & 2+ years of experience in a leadership or team management role.

  Skills Required:
• Strong leadership and team management abilities.
• Excellent communication and presentation skills.
• Technical expertise related to the company’s products/services.
• Problem-solving skills with a customer-centric approach.
• Experience using CRM and support ticketing systems (e.g., Pipedrive, Salesforce, Zendesk).
• Ability to analyze data and provide actionable insights for process improvement.