Maxval - Director - Customer Support

Job Summary:

- We are seeking a dynamic and experienced Director/Sr. Director of Customer Support to lead our dedicated customer support team.

- This individual will play a crucial role in ensuring high levels of customer experience and customer satisfaction, and the smooth operation of post-production implementations and support.

- This role will manage and lead issue resolution, system performance, customer escalations, and customer satisfaction metrics.

- This role also will be responsible for developing and implementing proactive customer engagement models to establish and maintain strong, long-term relationships with key customers.

Key Responsibilities:

Leadership and Management:

- Lead and mentor a team of customer support professionals.

- Establish and maintain customer support processes and best practices.

- Ensure the team meets and exceeds performance metrics and service level agreements (SLAs).

- Work closely with the rest of the stakeholder leadership teams to drive customer support specific strategic needs and their alignment with overall business needs.

- Promote a culture of innovation and continuous improvement within the support process by evaluating new technologies and methods to enhance customer satisfaction.

Customer Support:

- Oversee and manage the successful resolution of customer issues and requests in a timely and effective manner.

- Serve as the escalation point for complex and critical customer issues by maintaining strong relationships within internal teams.

- Oversee escalated tickets for existing clients.

- Ensure high levels of customer satisfaction through prompt and professional handling of support requests.

- Implement RCA and corrective actions to prevent recurring issues.

Customer Engagement:

- Conduct regular meetings with customers to monitor system performance and gather feedback.

- Manage MBRs and QBRs and report to management.

- Proactively identify potential issues and areas for improvement.

- Develop and maintain strong relationships with key customer stakeholders.

Operational Excellence:

- Implement and monitor key performance indicators (KPIs) to assess team performance.

- Continuously improve support processes to enhance efficiency and effectiveness.

- Collaborate with other departments (e.g., Product Development, Sales, and Implementation) to ensure a seamless customer experience.

- Effectively and efficiently manage the transition of post-production support from implementation teams or other stakeholders.

- Implement and maintain support tools (like JIRA), development tools (automation for upgrade/OOB), and IP systems.

- Ensure compliance with industry standards and internal policies (especially with client data).

Strategic Planning:

- Develop and execute a strategic plan for the support team, aligning with company goals.

- Stay updated on industry trends and best practices to continually enhance the support function.

- Provide insights and recommendations to senior management based on customer feedback and support trends.

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Advanced degree preferred.

- Minimum of 10 years of experience in customer support or a related field, in technology firms, with at least 5 years in a leadership role.

- Proven experience in supporting software products and technology-centric services; experience with Salesforce-based applications and services is a plus.

- A strong understanding of intellectual property management solutions is preferred.

- Excellent leadership, communication, and interpersonal skills.

- Ability to manage multiple priorities and work effectively in a fast-paced environment.

- Strong problem-solving and analytical skills.

- Customer-focused mindset with a commitment to delivering exceptional service.

Experience : 4-6 years