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        <h4>Customer Support Strategy</h4>
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          <li>Develop and implement customer support strategies to enhance service quality and customer satisfaction. </li>
          <li>Establish metrics and KPIs for measuring team performance and service efficiency. </li>
          <li>Drive continuous improvement in processes and workflows to optimize customer support. </li>
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        <h4>Team Management</h4>
        <ul>
          <li>Lead, mentor, and manage a team of support engineers to deliver world-class customer support. </li>
          <li>Monitor team performance, provide regular feedback, and ensure adherence to SLAs and customer satisfaction targets. </li>
          <li>Facilitate training and development programs for the team to enhance product knowledge and soft skills. </li>
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        <h4>Customer Issue Resolution</h4>
        <ul>
          <li>Ensure timely resolution of customer queries, issues, and escalations via phone, email, or ticketing system. </li>
          <li>Act as a point of escalation for complex or high-priority cases. </li>
          <li>Collaborate with other departments (e.g., Product Development, Sales, and Quality Assurance) to solve technical issues and improve product functionality. </li>
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        <h4>Customer Relationship Management</h4>
        <ul>
          <li>Build and maintain strong relationships with key customers. </li>
          <li>Regularly gather feedback and insights from customers to identify trends, challenges, and areas of improvement. </li>
          <li>Ensure proactive communication with customers about new features, updates, or known issues. </li>
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        <h4>Technical Expertise</h4>
        <ul>
          <li>Develop a deep understanding of the CAFM/IWMS software to troubleshoot and resolve complex issues. </li>
          <li>Work with the product development team to replicate and diagnose software bugs. </li>
          <li>Provide input for product improvements based on customer feedback. </li>
        </ul>
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        <h4>Reporting and Analytics</h4>
        <ul>
          <li>Prepare regular reports on customer support performance, including response times, resolution rates, and customer satisfaction levels. </li>
          <li>Analyze customer support data to identify trends and root causes of recurring issues. </li>
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        <h4>Collaboration</h4>
        <ul>
          <li>Liaise with the product and development teams to ensure alignment between customer feedback and product updates. </li>
          <li>Support the sales and marketing teams in customer retention efforts by providing insights on customer experiences. </li>
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        <h4>Client Demo Life Cycle</h4>
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          <li>Own and manage the end-to-end <strong>Client Demo Life Cycle</strong>, ensuring effective demonstrations of the eFACiLiTY software to potential clients.</li>
          <li>Collaborate with the sales and product teams to understand client needs and customize demos accordingly.</li>
          <li>Collect feedback from demos to refine product presentations and improve the demo process.</li>
          <li>Track demo success rates and client engagement post-demo to evaluate effectiveness.</li>
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