Director, Customer Support

Intro and job overview: 

The Director of Customer Support will lead Americas support for all Precisely products and solutions, as well as serve as a partner with the global support leader for B2Bi solutions to provide consistent support delivery to our customers. They will drive large-scale initiatives to improve and modernize the Customer Support function, elevating the customer experience and improving efficiency and scalability. In addition, they will manage the daily operations of the Americas team, working with their Customer Support Managers to help support engineers achieve and exceed Support KPIs, customer satisfaction metrics and productivity guidelines. They will also own all critical customer escalations in the Americas, representing the Global Support organization with Precisely executives/management, Sales, and customers. The Director of Americas Customer Support is also responsible for presenting support operational health and related support content in QBRs.  The ideal candidate is highly self-motivated and has experience successfully leading large teams, complex solutions, and driving cross-functional initiatives, all the while creating a vibrant, dynamic and customer-centric culture.

Responsibilities and Duties: 

• Responsible for developing and managing our Americas customer support L1 and L2 support teams and gaining a thorough understanding of Precisely’s broad portfolio and customer needs.
• Lead and mentor Customer Support Managers and support engineers in multiple locations across the Americas to provide world class support to Precisely customers and partners.
• Raise the Bar – drive large-scale initiatives to build and scale new ways of driving increased value for customers, an improved employee experience and scalability/efficiency for the business
• Partner with other regions to build a cohesive global team implementing Follow-the-Sun support and cross-regional collaboration.
• Partner with the Global Support leader for the B2Bi product in presenting the support operational health and support delivery status in QBRs and other senior leadership meetings.
• Own and drive effective resolution of customer escalations, including post-mortem, root cause analysis, and recommendations/implementations to ensure long-term remediation of issues.
• Create a positive and productive work environment where employees feel challenged and motivated to meet business goals
• Create, implement, and monitor key performance indicators (KPIs) and relevant performance metrics to ensure we meet and exceed our customer service standards
• Collaborate with Support, Product Management, and Engineering to represent the customer and identify areas for product/solution improvement.
• Support the development of best practices for proactively handling customers, managing their adoption, value realization, and satisfaction with Precisely products and services.
• Collaborate with other regional support teams to develop training programs, methods, and relevant content for support engineers.
• Create a customer-centric culture focused on finding solutions and wowing customers.
• Coach, support, and develop talent within the team, actively managing employees’ growth and career trajectories

Requirements and Qualifications:

• 10+ years of experience in the Customer Service industry for a software company, 5+ years management experience  
• Direct experience building out and managing support and customer-centric teams
• Deep passion for customer success and a driving motivation to solve customer problems and continually improve customer experience.
• A true, inspirational leader who enjoys hiring, developing, mentoring, and motivating top talent.
• A strategic thinker with strong analytical skills who can use data to find solutions  
• Willingness to travel occasionally to meet with Americas and global Precisely leaders and teams
• Ability to drive and embrace change
• Experience working in a SaaS company (highly recommended)
• Flexibility to work after-hours as needed for high-priority customer escalations.

Preferred Qualifications:

• Knowledge of data quality, data integration, mainframe z/i and/or location intelligence fields.
• Knowledge of Precisely solutions.
• Establish a client-centric mentality aligned with Precisely's values and customer support strategy to build trust and lasting relationships with Precisely's customers.

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