Customer Support Director Position at MaxVal
5 days ago
Job Summary
We are seeking a highly skilled Director of Customer Support to lead our dedicated customer support team at MaxVal. This individual will play a vital role in ensuring exceptional levels of customer experience and satisfaction, as well as the smooth operation of post-production implementations and support.
Key Responsibilities:
Leadership and Management:
- Lead and mentor a team of customer support professionals to ensure they meet and exceed performance metrics and service level agreements (SLAs).
- Establish and maintain customer support processes and best practices to drive customer satisfaction.
- Collaborate with stakeholders to drive customer support strategic needs and their alignment with overall business goals.
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, maintaining strong relationships within internal teams.
- Ensure high levels of customer satisfaction through prompt and professional handling of support requests.
Customer Engagement:
- Conduct regular meetings with customers to monitor system performance and gather feedback.
- Manage MBRs and QBRs, reporting to management and proactively identifying potential issues and areas for improvement.
Operational Excellence:
- Implement and monitor key performance indicators (KPIs) to assess team performance and continuously improve support processes.
- Collaborate with other departments to ensure a seamless customer experience and effectively manage transition of post-production support.
Strategic Planning:
- Develop and execute a strategic plan for the support team, aligning with company goals and staying updated on industry trends and best practices.
- 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, 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.
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