Director of Support & Managed Services
Job details
You are smart, talented, personable, and thrive on customer interaction. You exude confidence in your abilities as a true Tech Disciple; an Enthusiast who solves difficult problems using leading-edge tech & process. You’re adept at listening and responding precisely; steering discussions straight to efficient solutions. We are problem solvers, strategic thinkers, and collaboration experts who use deduction & technology to solve our customers’ most important problems. In this position, we are looking for a leader to spearhead our essential customer support function. Your Role As the Director of Support & Managed Services, you will have the crucial responsibility to design & implement effective organization, process, and daily operations supporting customer issues. This will be done under the direction of our CCO (Chief Customer Officer) and will be conducted in collaboration with our Implementation & Development teams. Our Customer Support function is responsible for strengthening customer connections through efficient solutioning, troubleshooting, development/ configuration, and delivery utilizing AI technologies into a variety of customer Salesforce environments. Your performance will be measured by achieving scoped requirements, support effectiveness metrics, timelines, and customer expectations. Targets will be set, tracked, and regularly discussed within the team environment. What you will do
- Leading the support team to provide timely, effective assistance to customers facing issues or queries with our products.
- Developing and implementing strategies for Managed Services that go beyond reactive support to include proactive monitoring, management, and optimization of the SaaS environment for customers.
- Monitoring service delivery Quality, gathering customer feedback, and implementing continuous improvement processes to enhance support services, reduce response times, and increase customer satisfaction.
- Staying abreast of AI technological advancements and product updates to recommend and implement tools, technologies, and practices that improve service delivery and operational efficiency.
- Building, training, and leading a team of support and managed services professionals.
- Ensuring the support and managed services operations are scalable, efficient, and aligned with business objectives.
- Playing a pivotal role in retaining customers and contributing to the SaaS company's growth by ensuring high levels of customer satisfaction and loyalty through superior service delivery.
- Collaborating with other departments, such as product development, sales, and marketing, to understand & share customer insights, feedback, and trends that can inform product improvements, sales strategies, and customer communications.
- Strong analytical skills and problem-solving skills combined with ability to document & collaborate with both technical and non-technical stakeholders effectively using expert-level English.
- Capabilities leveraging AI and machine learning technologies to configure, develop and deploy applications within cloud environments.
- Effectively utilize data analytics to measure & improve functional performance & customer satisfaction levels
- 5+ years customer-facing consultant advisory positions, including managing & developing employees in the position
- Demonstrable understanding of Customer Support functions, best practices to achieve high customer satisfaction ratings
- Strong understanding of the Salesforce platform Admin & Performance factors
- Demonstrated SF configuration skills including Flow
- Expertise in data modeling, data analytics, data cleansing, and report building
- Basic knowledge of Web services, APIs, integration design
- Certifications in Salesforce
- Health Insurance, PTO, and Leave time
- Ongoing paid professional training and certifications
- Fully Remote work Opportunity
- Strong Onboarding & Training programs
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