Director – Customer Support

Job Information

Department Name

SYMPHONY

Date Opened

04/08/2025

Department

Professional Services

Job Type

Permanent

Industry

IT Support

City

Remote – US

About Us

MaxVal started as an IP services company in 2004, with a keen focus on efficiency, cost-effectiveness, and continuous improvement through metrics-based processes. Our focus on these core values led to the tech-enablement of our offerings even before this buzzword became an industry standard. Over the years, MaxVal developed many internal applications to increase our quality and efficiency, and customer satisfaction. As these systems grew and became more sophisticated, we have productized them and offered them to our clients. Today, MaxVal serves over 600 clients across the full IP life cycle with the industry’s leading products and services. Our 725 plus employees represent the most IP and tech-savvy individuals in the industry.” At MaxVal, we do the right things and innovate ceaselessly as a winning team to achieve customer success and employee success.

We are seeking a dynamic and experienced Director/Sr. Director of Customer Support to lead our dedicated customer support team. This individual will play a crucial role in ensuring high levels of customer experience and satisfaction, along with the smooth operation of post-production implementations and support. The role involves managing and leading issue resolution, system performance, customer escalations, and customer satisfaction metrics. Additionally, this position is responsible for developing and implementing proactive customer engagement models to establish and maintain strong, long-term relationships with key customers.

Key Responsibilities

Leadership and Management
• Lead and mentor a team of customer support professionals.
• Establish and maintain customer support processes and best practices.
• Ensure the team meets and exceeds performance metrics and service level agreements (SLAs).
• Work closely with leadership teams to drive strategic customer support needs aligned with overall business objectives.
• Promote a culture of innovation and continuous improvement by evaluating new technologies and methods to enhance customer satisfaction.

Customer Support
• Oversee and manage the resolution of customer issues and requests in a timely and effective manner.
• Serve as the escalation point for complex and critical customer issues by maintaining strong internal team relationships.
• Oversee escalated tickets for existing clients.
• Ensure high levels of customer satisfaction through prompt and professional handling of support requests.
• Implement Root Cause Analysis (RCA) and corrective actions to prevent recurring issues.

Customer Engagement
• Conduct regular meetings with customers to monitor system performance and gather feedback.
• Manage Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) and report findings to management.
• Proactively identify potential issues and areas for improvement.
• Develop and maintain strong relationships with key customer stakeholders.

Operational Excellence
• Implement and monitor key performance indicators (KPIs) to assess team performance.
• Continuously improve support processes to enhance efficiency and effectiveness.
• Collaborate with Product Development, Sales, and Implementation teams to ensure a seamless customer experience.
• Effectively manage the transition of post-production support from implementation teams or other stakeholders.
• Implement and maintain support tools (such as JIRA), development tools (automation for upgrades/OOB), and IP systems.
• Ensure compliance with industry standards and internal policies, especially concerning client data security.

Strategic Planning
• Develop and execute a strategic plan for the support team, aligning with company goals.
• Stay updated on industry trends and best practices to enhance the support function continually.
• Provide insights and recommendations to senior management based on customer feedback and support trends.

Requirements
• Bachelor’s degree in Computer Science, Information Technology, or a related field; an advanced degree is preferred.
• Minimum of 10 years of experience in customer support or a related field within technology firms, with at least 5 years in a leadership role.
• Proven experience in supporting software products and technology-centric services; experience with Salesforce-based applications and services is a plus.
• Strong understanding of intellectual property management solutions is preferred.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Customer-focused mindset with a commitment to delivering exceptional service.

Benefits

Perks & Benefits:
• Remote Work: Option for fully remote work, offering flexibility to support a healthy work- life balance.
• Health Coverage: Medical, dental, and vision insurance to support your well-being.
• Retirement Savings: 401(k) plan to help you plan for the future.
• Unlimited / Responsible Time Off: Flexible time-off policy.

Why Join Us?
• Work with one of Silicon Valley’s fastest-growing tech companies.
• Work on cutting-edge technologies and lead impactful projects for a global client base across diverse industries.
• Enjoy a competitive salary, comprehensive benefits, and career growth opportunities.
• Benefit from flexibility of remote work, promoting a better work-life balance.

MaxVal is an Equal Opportunity Employer. We celebrate diversity and care committed to creating an inclusive environment for all employees.