About the Director of Customer Support:
LeaseAccelerator (LAS) seeks to expand its talented Customer Success (CS) team with an experienced Technical Support (TS) leader. In this role you’ll be responsible for building/evolving our support function. We envision the Technical Support function as a key component of the CS org, adjacent to Professional Services and Customer Success Management (CSM). The Technical Support timely resolution of customer issues to ensure their ability to effectively continue to utilize our solutions. Technical Support is the interface to customers for all technical issues they encounter and acts as the primary liaison between LAS and our customers to maximize system and functional availability, stability, performance and usability with existing solutions.
You will build upon our support system to obtain better analytics around the volume and types of tickets we receive and the processes to most effectively and efficiently resolve them. You will identify trends with the support volume and work with Product Management and Engineering to address the areas that produce the largest volume and highest magnitude of issues. You'll immerse yourself in both our internal operations and the user experience to be able to impartially advocate for LAS and our customers.
Develop vision and operating structure (people, process and systems) for the function.
Be the point of escalation and ensure proper resolution for customer issues that require TS management attention
Reach out to customers that may have expressed dissatisfaction via customer survey and ensure understanding of issue and adequate resolution. Put preventive measures in place where needed, or improve processes to ensure maximum customer satisfaction.
Build out customer communities, working with CS, Marketing, Professional Services, creating a process for document creation and curation and content management, with consideration of the user experience.
Refine roles and responsibilities, grow (hire) the team, train, coach and mentor your team and help them grow their skills and careers.
Develop support processes, determine appropriate technologies to enable them, and implement them.
Ensure the most effective and efficient communications channels are set with customers to best service their needs. Define the right technologies, processes and people to operate them.
Build reports and dashboards to share visibility around support ticket volume in Service Cloud
Coach the other teams in CS, as well as at other stakeholders (such as Engineering, Marketing and others), on the most effective ways to work with the TS team.
Partner with Product and Engineering to provide the voice of the customer, identify the types of issues that generate the most support volume, and evolve the product to eliminate the highest support volume generators.
Develop a repository of knowledge out of the on-going work with customers and utilize that to enhance the quality, speed and productivity of the team
Set KPIs for team success, measure against them and set up tactics to improve
Build out a 24x7 support coverage model working with 3rd party outsourced vendor
Develop support processes and monitoring, in providing Tier 2 support to partners, who are providing Tier 1 support
Our Ideal Candidate Has:
8+ years of experience in Technical Support leadership
Experience building a Support organization from the ground up
Experience working with financial systems or with accounting/leasing technologies is a PLUS
Proven expertise with SaaS solutions and Cloud technologies
Proven expertise with ERP and/or CRM integrations (APIs, ETL, etc.) is not necessary, but is a plus
A Player-Coach mentality and propensity for hands-on work and empowering colleagues
Ability to adapt to a rapidly changing product and respond strategically to customer needs
Strong interpersonal skills, excellent communication skills and track record of building collaborative relationships