Director - Customer Support - SaaS Product (13-16 yrs)

Overview:

Job Title - Director - Customer Support

Division / Department / Team - Customer Support/India Team

Job & Department Summary:

- The Director of Customer Support is a leadership role responsible for creating plans to achieve business strategies and proposing implementation methods.

- This role will be responsible for interfacing closely with North American leadership and overseeing the daily activities of the local India Support technician team, ensuring the team is meeting goals, productivity objectives and quality standards.

- This role involves ensuring real-time coverage is effective, assisting team members with technical issues, addressing customer concerns, and managing the performance of the team by achieving technician-level goals.

- This role will work closely with North American Support leadership to establish direction, goals and work through issues that require assistance, and will be responsible for the overall customer support experience being delivered by this team.

- They are responsible for the overall customer success of multiple products or areas and drive the Support-wide product readiness success, including direction and risk mitigation.

- Their responsibilities also include recruiting and retaining a high performing team, setting goals to focus the team on high-value actions, coaching team members, and communicating company direction, values, policies, and procedures.

Essential Functions:

- Strategize and implement course of action to achieving business outcomes.

- Leads team though large scale issues and incidents, while communicating regularly with company and client leadership.

- Define and oversee performance goals and direction of multiple distinct teams.

- Partner with leadership in other areas of the organization to drive and improve client experience in our product portfolio.

- Build and champion overall customer success of multiple products or areas.

- Drive Support-wide product readiness success; drive direction and risk mitigation.

- Lead Associate Managers and Managers and create a functional and cohesive team that can execute Support's mission successfully.

- Develop broad view of customer escalations, often getting involved with strategic customer escalations to provide management and guidance.

- Implement and administer cross-departmental initiatives that enhance customer experience.

- Seek proactive opportunities to drive NPS/CSAT higher through root cause analysis around low score drivers.

- Performs other duties as assigned by immediate manager or management team.

Key Performance Outcomes:

- Demonstrated strong cooperation and collaboration across support teams, often with management peers.

- Highly engaged, productive, and resilient support leaders and team members.

- The product readiness plan is strategically aligned and executed across multiple teams through oversight and optimization.

- Data and insights are incorporated into strategy development to drive improved CSAT scores and reduced customer wait time.

- Identified and developed talent for future leadership and individual contributor roles.

- Builds and maintains a positive and productive relationship with X teams.

- Consistently meets project deliverables and deadlines.

- Displays and articulates a fundamental understanding of the activities, objectives and challenges of the company's business units.

- Exhibits behaviors which exemplify Applied Systems' Core Values.

Required Skills & Experience:

- Education: Bachelor's degree or equivalent work experience in the areas of Contact Center or Customer.

Support leadership:

Experience:

- At least 13 years of professional experience leading Contact Center or Customer Support teams.

- Successful track record of working and thriving in a dynamic, fast-paced and changing environment that is results oriented and collaborative, preferably including experience with software support for a US based multinational SAAS company.

- Very strong English verbal and written communications.

- Proven proactive self-direction and leadership of front-line teams at scale.

- Experience and understanding of omnichannel customer support involving phone, chat and email channels.

- The ability to oversee hiring and managing of the various shifts as team grows and scales.

- Experience developing and performance managing teams through active goal setting and coaching.

- Direct or indirect P&L experience - at a minimum general financial acumen and understanding of budgeting and expense management.

- Proven ability to motivate and foster team performance.

- Proven ability to analyze data to aid in departmental planning and decision making.

- Proven ability to champion change by planning and implementing new policies/procedure that strategically impact overall business objectives.

- Advanced knowledge and understanding of all products across the organization.

- Demonstrated ability to effectively engage in discussions with customers and team members, exercising discretion and ensuring transparency and collaboration.

- Advanced leadership skills, including communication, influence, decision-making and strategizing.

- Capability of driving business growth through innovative customer service strategies.

- Skills in enhancing customer experience at all touch points of customer interaction.

- Skilled at simultaneously managing both strategic initiatives and the execution of day-to-day deliverables.

Competencies:

- Adaptability - Maintains a positive outlook; resists stress and works constructively under pressure responds resourcefully to change and ambiguity.

- Collaboration - Effectively works and collaborates with others toward a common goal considers the needs and concerns of all affected groups; builds and leverages relationships across functions and organizations to achieve business results; constructively deals with conflict.

- Communication - Writes and presents effectively; tailors message to the audience; possesses skills of diplomatic persuasion; skilled in interacting effectively with courtesy and tact; excellent executive presence.

- Driving Execution - Drives continuous improvement in all internal processes; tackles problems head-on and works to resolve them without delay; intervenes to address barriers to achieving results and sources of lagging performance.

- Innovative - Introduces or uses new ideas and methods that result in improved performance, better outcomes or higher productivity.

- Time Management and Prioritization - Maximizes productivity; focuses on highest priority tasks while maintaining progress on other assignments; et realistic and efficient deadlines and goals.

Skills:

- Customer Support Expertise, Strategic Planning and Execution, Adaptability and Problem Solving, Leadership and Team Management.