Customer Support Director

Are you a leader, a motivator and a change agent? Are you ready to leverage your success leading customer support to elevate your career and bring fresh ideas to improve pre- and post-sales support? Then Movella could be your next challenge.

Who is Movella

Movella is a leading full-stack provider of sensors, software, and analytics that capture and digitize in the entertainment, health & sports, and automation & mobility markets.

You’ll find us in Hollywood studios and sports centers capturing the movement of actors and athletes wearing our active sensor suits, in factories assessing the potential risks of repetitive worker movements, in robots and drones tracking their movement on land, at sea and in the air, and lots of other places.

Our innovations enable our customers to capitalize on the value of movement by transforming data into meaningful and actionable insights. Our success has made us the preferred choice of leading global brands such as Electronic Arts, EPIC Games, 20th Century Studios, Netflix, Toyota, Siemens, and over 500 sports organizations, Movella is creating extraordinary outcomes that helps our customer solve their problems. Movella is a portfolio company of Francisco Partners, visit www.movella.com and https://www.franciscopartners.com/investments/movella to learn more.

Your role as Customer Support Director at Movella

We are looking for an experienced Customer Support Director to up our game, and take our 16-member international Technical Support team to the next level.

You’ll come with a proven Playbook to improve current processes and methodologies, expertise using a wide range of tools and an obsession for managing by metrics to improve the quality, performance, and economics of providing support. You’ll also need the gravitas to inspire our team and gain the support from stakeholders to make necessary changes.

Reporting to the CEO, the Customer Support Director and the team will work in close cooperation with our Line of Business Directors and our global sales team to support overall business growth and customer satisfaction across all of Movella’s Product Lines. As an experienced candidate you will be accountable for advising the CEO on the measures needed to deliver world class customer support.

Our Technical Support Team is comprised of Product Specialists and Field Application Engineers who act as the bridge between the product team, the sales team, and customers ensuring the effective delivery and support of our products. Moving forward, we expect the successful candidate to explore the possibilities to introduce elements of customer success to improve our customer relationship with the intent to grow revenue.

Location is preferable at our headquarter in Enschede, the Netherlands or Los Angeles in the US. You can expect up to 40% international travel spanning the Americas, EMEA, and Asia-Pacific regions. You will be part of a dynamic team that pursues strong growth and excellence, with dedication and integrity!

Key responsibilities

• Build, lead and coach the global team in their efforts to help us grow the business;
• Identify areas for improvement in process, methodologies, tools and metrics, present and implement a plan together with stakeholders to ensure success and that it is embedded in the organization;
• Ensure 100% compliance with agreed Technical Support objectives, KPI’s, and internal/external SLA’s
• Own and implement measurements to ensure high ongoing customer satisfaction w.r.t. technical support
• Liaise with other departments (e.g. Operations) to identify issues, solve problems or share relevant information
• Support the sales and marketing teams to organize, coordinate, and host events/webinars, and conduct customer follow-up
• Create user documentation and training materials for new/updated products.
• Onboard and train customers and Channel partners and ensure they remain current on our products and support processes
• Train Account Executives in the use our products
• Own and maintain the Movella Knowledge base, maintain online platforms, and communities;
• Support Account Executives in the field with on-site support, fielding technical questions, performing demonstrations, problem solving, etc.
• Maintain a database of relevant feedback from customers w.r.t. issues, bugs, wishes, needs, etc. to enable Product Management to prioritize the product roadmap
• Liaise with Product Owner (Engineering) to prioritize and plan 2^nd line support

Movella is looking for an experienced Customer Support Manager, preferably coming from a fast-paced similar high-tech environment. This position requires an intelligent, analytical leader to be a true ‘driver’ of change. The candidate must have a strong technical acumen, and the ability to communicate effectively across all functional disciplines, at all levels, and across cultures within Movella and customer organizations. You have:

• Master’s degree in Engineering or equivalent
• Min. 5 years’ experience and proven success in international B2B technical support roles
• Min. 2 years’ experience in leading international technical sales support teams
• Technical background and/or experience w.r.t. relevant fields
• Experience with 3D motion tracking, inertial sensor modules, biomechanics or agile development is considered an advantage
• Excellent presentation skills
• The ability to plan and execute on a tight schedule
• Ability to work independently to solve problems, looks for opportunities to take on more responsibility
• Fluency in English is a must, other languages a plus
• Customer-focused and service-minded
• Willing and capable to divide your time in 3 regions to support the global team

Working at Movella

Movella is made up of people who are inquisitive and entrepreneurial by nature. You’ll find support at every level, an open door to every level, and cooperation across teams, disciplines and departments We offer a position in an innovative, ambitious and international environment, with an attractive compensation package. You'll receive full training in our products and services and have opportunities for personal growth and development.

We value ingenious ideas, no matter where they come from. We believe diverse thoughts, voices, and backgrounds make us stronger as a company. We know that it is through collaboration with people from all walks of life that we make the most positive impact as an organization.