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Director, Client Support - Prague
Concur
Prague, , Czech Republic
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Position Description
Concur, a part of SAP, imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. By connecting data, applications and people, Concur delivers an effortless experience and total transparency into spend wherever and whenever it happens. Concur services adapt to individual employee preferences and scale to meet the needs of companies from small to large, so they can focus on what matters most. The company serves more than 30,000 clients representing more than 27 million users in over 150 countries
Job Overview:
• The Director of Support is responsible for the overall direction, coordination, quality and output of the EMEA Customer Support departments. This position requires a candidate who has the ability to drive process improvements while motivating others to meet the challenges of a customer focused and metrics driven matrix organization.
The position will partner closely with the Global Support leadership team, as well as the local (EMEA) Services organization.
The position will report to the VP of Customer Support, with direct reports located both locally in Prague (Czechia) and in Services centers within Europe (i.e. Paris, France).
Key Responsibilities:
• Monitors Manager/Supervisors and staff performance and works to increase team efficiency and effectiveness. Develops employees and ensures high performers are identified, mentored and developed for leadership roles.
• Responsible for hiring, terminations, performance appraisals, career development, salary recommendations.
• Establishes and manages annual expense budget for the EMEA Support departments in alignment with the Global Support leadership.
• Interprets, executes and recommends modifications to Support strategies and procedures. Makes recommendations concerning the needs of the support team to meet expected growth and long term strategic plans.
• Monitors operational activity (key performance indicators/metrics that drive higher customer satisfaction and loyalty, as well as operational efficiency).
• Partners with the Services, Distribution and Technologies leadership in EMEA to ensure the success of the product and services offerings for the EMEA market
• Owns, drives, and tracks EMEA Customer Support escalations to successful resolution. Often meets with senior managers and peers from other functional groups to deal with external dependencies and issue resolution.
• Is aware of, and complies with, all corporate policies.
Position Requirements
Required Qualifications:
• 8+ years in customer-focused leadership positions in a matrix organization
• Deep, intuitive SaaS knowledge gained from experience in fast-growth organizations
• Experience with large global teams and organizing for scale.
• Experience with multi-lingual, multi-channel customer-facing models.
• A successful track record of change management, organizational design, and leadership development
• Operational experience with CRM, service, or similar software platforms.
• Exceptional organizational skills; using systematic methods to perform work and creativity to recommend or create new work methods or procedures.