Associate Director - Customer Support - SaaS

What will you do:

- Design, develop, and implement processes, systems, and technology to support and enhance the support function.

- Develop and manage strong, collaborative relationships with product owners, Customer Experience teams, Engineering org., leadership, and other stakeholders, as needed to drive results.

- Actively participate in product management/ engineering meetings to provide an overview of the customer experience, including escalations and areas of concern, as well as feedback from customers on product supportability.

- Set & rigorously monitor performance goals & objectives, including performance reviews.

- Provide technical expertise in data analysis and metric definition in order to make recommendations that drive meaningful business outcomes.

- Analyze a variety of information in order to drive strategic product operations and customer experience.

Key Skills: B2B SaaS, Team Handling, Strategizing & Creative, Look at the overview of Process.

Education: Degree (Computer Science/IT) / MCA.

What are we looking for?

- Engineering Degree (Computer Science/IT) / MCA with 8-15 years of prior work experience in SaaS or Enterprise Support platform.