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Head of Customer Support - Technical
IgnitionOne
Atlanta, GA, United States
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The Director of Customer Support and Services plays a critical leadership role within IgnitionOne. This role serves as a key influential leader providing customer support initiatives & continuous improvement of IgnitionOne Product Support as it relates to customer outcomes. Will report to the VP of Technical Operations and will own the vision/strategy/execution for driving all customer support across all our solutions both internally and externally in the company.
Essential Functions:
• Build and lead a world class global team of customer support professionals with expertise in software support with a "follow-the-sun" tiered support structure which supports the business.
• Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices.
• Define and optimize the customer lifecycle and map the customer support journey with a focus on metrics and customer feedback.
• Drive renewal rates and expand our services revenue in accounts though cross-sell and upsell through collaboration with sales teams, implementation/delivery professionals and business leaders
• Maintain and expand highly effective working relationships with customers/users, stakeholders, vendors and partners to integrate strategic support and continuous improvement plans into overall strategic objectives.
• Drive a customer success culture and effectively act as an internal customer advocate at the executive level, exposing the customer’s pain points and opportunities at high levels of the organization.
• Provide key strategic voice of the customer input to the commercial and engineering leadership team, aligning the customer’s key imperatives with the Product solutions annual and long-term goals.
• Partner with technical and business resources across the digital lines of business and shared centers of excellence (Engineering, Product, Software, Marketing, etc.) to effectively deliver and support solutions.
• Enhance existing support strategies and develop new strategies to improve customer interaction and mitigate contact deflection.
• Work as a business partner with client leaders and users to evaluate/improve business processes and arrive at mutual, cost effective solutions for business process efficiency and productivity.
• Ensure timely, consistent and accurate responses to client queries, escalations, concerns or complaints.
• Drive improvements and initiatives in partnership with relevant stakeholders or business owners to resolve support issues, failures or adverse feedback from clients.
• Mentor, coach and develop team members to increase their effectiveness as well as employee engagement by creating a continuous learning and collaborative environment.
• Enhance a working customer support model for all current offerings and develop the interface between the various support levels, professional services back into the sales and product development teams
• Establish consistent support levels cross digital offerings with commercial guidelines.
• Develop the capability to achieve Key Performance Indicators.
• Develop, implement and operate with the tools and metrics of a world class customer support organization.
• Will engage customers at CxO/executive to present vision/strategy, understand the needs/trend, influence the customer decisions and build trust & relationship.
Basic Qualifications:
• Bachelor’s Degree in business, science, engineering, technology or related discipline
• 10+ years’ experience in business systems or product support including working with all aspects of software development lifecycle (requirements to post release validation)
• 5+ years’ experience building and leading complex and large professional teams
• 3+ years of direct management experience leading software support and customer success functions, ideally for an enterprise software business
• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job
• Must be willing to travel 10%
• Must be willing to work out of an office located in Atlanta, GA
Desired Characteristics:
• Strong interpersonal skills, including creativity and curiosity with ability to effectively communicate and influence across all organizational levels
• Entrepreneurial mindset: demonstrated ability to translate the voice of the customer into internal initiatives that resonate with key stakeholders
• Outstanding leadership skills evidenced by the clear ability to build a large team with the ability to work within a matrix environment to successfully drive outcomes
• Familiarity with deploying the net promoter score (NPS) metric for support organizations.
• Experience with cloud deployments, software integrations and analytics apps
• Demonstrated operational management experience, with track record in developing successful technical, software support organizations
• Solid understanding of Agile software development lifecycle and tools
• Self-starter with a proven track record of supporting complex customer solutions at the internal and customer executive and departmental levels
• Superior communication skills (verbal and written) and well-developed executive presentation skills
• Must be results-oriented, able to handle multiple tasks of urgent nature and effectively deal with ambiguity
• Proven client engagement capability: unrelenting passion and zeal to engage with customers
• Passionate about driving change/influence across cross functions and organizational boundaries
• Makes strategic partnering decisions for the product line including the creation of new inbound/outbound channels
• Sells and improves the Global Support process, its outcome and ongoing results
• Ability to communicate, influence others and drive change management in an organization
Personal Attributes:
• Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
• Places personal credibility and reputation on the line to passionately advocate for what they believe in
• Effectively manages risk and uncertainty for self and team. Makes decisions with confidence when problems or solutions are not 100% defined
• Passion around the work that they do.
IgnitionOne retains the right to change or assign other duties to this position.