Director of Support Services

Client Support Clearwater, Florida


Description

Position at j2 Cloud Services

The Director of Support Services is responsible for the operations of the VIPRE Customer Contact Center Operations.  This position requires an in-depth knowledge of how customers behave (Business and Consumer) along with best practice knowledge of contact center reporting, staffing, process creation/modification, and escalations both internally and externally.  The Director of Support Services will work hand in hand with nearly all internal departments to ensure that VIPRE customers are being properly serviced resulting in year over year renewals.  In this role you will be the leader of a customer-facing team which requires mentoring, inspiring, and motivating a dedicated support group that drives the best possible customer experience for our users.

 

Essential Duties and Responsibilities

  • Lead the Support Managers within the VIPRE Contact Center to ensure the team is meeting KPI’s and goals
  • Develop the strategy for supporting new products and offerings while constantly reviewing existing processes for improvements
  • Work cross-functionally with Marketing, Sales, R&D, and QA to ensure business alignment
  • Partner across the internal business to establish processes that assist customer facing positions improve the overall customer experience and relationships
  • Inform key stakeholders of any potential revenue impact related to customer facing problems
  • Analyze and present data to stakeholders regarding at risk accounts and customers
  • Promote a culture of compassion while acting as the “voice of the customer” internally
  • Act as the gate keeper for everything customer related – you are often our last chance at saving a troubled account
  • Ensure reported bugs and feature requests are reflected and known in JIRA
  • Prioritize reported bugs and features based on market data and account revenue
  • The Director of Support Services is also responsible for many Customer Success functions:
  • Give feedback to Sales and Marketing on prospecting approach and message
  • Lead, motivate, and inspire the pre-sales support engineering team
  • Strive to constantly improve the customer experience both pre and post-sale
  • Own the customer onboarding process to ensure a great customer experience
  • Develop and update Salesforce dashboards and reports based on KPIs
  • Create culture of massive customer delight and customer advocacy

 

The above are the Director of Support Services primary duties and responsibilities, which are not limited to these specific tasks and are subject to change.

 

Qualifications / Skills

  • Proven experience managing a Customer Support Contact Center
  • Sound understanding of queuing and staffing methodologies (Erlang C)
  • Excellent troubleshooting and computer skills, both hardware and software
  • In-depth knowledge of customer survey tools and programs (Customer Satisfaction, NPS, Voice of the Customer)
  • Excellent organizational and leadership skills
  • SaaS/Software Industry experience strongly preferred

Preferred Skills

  • Experience with VIPRE Security products
  • Previous IT background preferred
  • Prior management of pre and post-sales support desired

Education / Experience

  • High School diploma required
  • BS/BA in computer science or management preferred
  • Minimum 5 years managing customer support/customer service professionals

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