Director, Support

Company Description

insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity. Learn more at insightsoftware.com

Job Description

We are seeking an exceptional candidate to join our team as a Director of Support. The ideal candidate will have a proven and consistent record of leading global support teams and fostering collaborative relationships with various cross-functional departments, including Support leadership, Engineering, Product, Success, Services, Documentation, and Business Technology (BT). The successful candidate will be highly organized, an effective communicator, and possess a proactive and innovative approach to problem-solving. As the Director of Support, you will play a pivotal role in driving excellence, developing strategic initiatives, and ensuring the delivery of unparalleled support services to our valued clients.

 Responsibilities

• Drive Technical Support outcomes, efficiency, and KPIs.
• Represent thought leadership in the global support organization
• Build an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
• Mentor support managers to provide customer-centric support that solves the problem, considering customer preferences, troubleshooting methodology, call handling skills, and proactive diagnostic techniques and guiding customers toward self-serve support options. 
• Review and respond to customer feedback from surveys and other sources and act on feedback to resolve issues permanently.
• Develop and implement strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
• Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.
• Analyze Customer trends and adopt knowledge-centric support standard processes.
• Develop a close relationship with Cross Functional Teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers and enhancements.
• Proven track record of building Center of Excellence (CoE) in India
• Ability to clearly and efficiently interact or present with executive C-Level management.

Qualifications

Preferred Qualifications & Skills:

• BS or MS in Computer Science, or equivalent experience.
• 15+ years experience in a technical support environment, handling highly sophisticated software issues.
• 10+ years at the management level, leading managers in addition to individual contributors, to support large enterprise customers.
• Practical experience handling multiple global support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities.
• Strong understanding of operational infrastructure, metrics, processes, systems, and tools for running a global Support organization
• Must be capable of dealing confidently and professionally at the executive level internally and with customers.
• Consistent track record in leading sophisticated processes and driving continuous process improvement.
• Excellent project management skills, including demonstrated ability to run projects across teams where influencing skills are required.
• Ability to respond to high-profile, high-impact customer/product partner concerns in a way that drives customer happiness.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.