Tekmetric Benefits Overview

Leads the customer support organization across phone, chat, email, and AI-assisted channels. Owns customer satisfaction, quality assurance, operational efficiency, staffing, forecasting, escalation processes, training, career paths, and leadership development. Partners with Product, Engineering, Customer Success, Sales, and Operations to improve resolution quality, reduce contact volume, address root causes, and scale support. Reports performance and strategic recommendations to executive leadership while driving a multi-year support roadmap.

Own Tekmetric’s IT function, including systems, endpoints, identity, SaaS, office infrastructure, support, and security. Lead a small team, establish technical direction, automate workflows, manage SSO and device platforms, partner on security operations, support office technology, build scalable controls, and manage the IT budget. The role is hands-on and requires strong technical contribution across automation, infrastructure administration, incident response, and identity management.

Own product marketing execution for an assigned product area, including customer and competitive research, positioning and messaging, go-to-market launches, sales enablement, pricing and packaging input, and performance measurement. The role partners cross-functionally with Product, Sales, Customer Success, Demand Generation, and Revenue Enablement to improve adoption, win rates, pipeline influence, and expansion outcomes.