Content Conspiracy

Sr Director, Technical Support, Cloud

Content Conspiracy

full-time

Posted on:

Origin:  • 🇺🇸 United States • Colorado

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Salary

💰 $155,454 - $194,318 per year

Job Level

Senior

Tech Stack

CloudCyber Security

About the role

  • Develop and execute the overall cloud support strategy, aligned with the company's business goals and customer needs.
  • Lead and manage the AMER Cloud Technical Support team, fostering collaboration, professional growth, and excellence in customer service.
  • Define and implement support processes, policies, and metrics to ensure prompt and effective resolution of customer issues.
  • Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve support effectiveness and customer satisfaction.
  • Drive the adoption and utilization of support tools, technologies, and systems to enhance support productivity and enable data-driven decision-making.
  • Collaborate with cross-functional teams, including Success, Product Management, Cloud Engineering, and Quality Assurance, to identify and address product-related issues and improve product reliability and usability.
  • Develop and deliver customer support training programs to enhance the skills and knowledge of support team members.
  • Foster a customer-centric culture within the support organization, promoting a proactive and empathetic approach to customer interactions.
  • Deploy operational improvements leveraging automation, AI, and Process standardization
  • Establish and maintain strong relationships with key customers, acting as a trusted advisor and escalation point for critical issues.
  • Monitor and analyze support metrics and customer feedback, providing insights and recommendations to executive leadership to drive continuous improvement.
  • Manage and allocate resources effectively to meet business objectives, including staffing, budgeting, and project prioritization.
  • Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times

Requirements

  • Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field or similar experience.
  • Extensive experience in a senior leadership role in Customer Support or Technical Support within the technology industry.
  • Proven track record in leading and managing a high-performing Customer Support team.
  • Experience across SaaS, Managed Services, FedRAMP, IL4/5.