Senior Director, Global Support
Elite Technology
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $195,000 - $220,000 per year
Job Level
Senior
Tech Stack
Cloud
About the role
- Depending on geographic location and people leadership experience, the role may serve as a regional leader for Elite Support.
- Work cross functionally with key stakeholders to define support Cloud processes and ensure adherence to cloud service level agreements.
- Regularly meet with customers to build relationships and manage escalations that arise.
- Apply both institutional knowledge and industry best practices to help define the future strategy for how we will globally support our SaaS products.
- Define and share key performance metrics per SaaS product and get alignment across product support teams.
- Actively monitors servicing quality levels, communicates opportunities for improvement, and collaborates with operations to improve service levels.
- Provides direction for Technical Account Managers and facilitates programs that help seamlessly transition newly live cloud clients to a smooth live Production operations
- Generate insights from data from various sources by working with analytics to create and maintain a roadmap of operational efficiency initiatives tied to improving our cloud readiness posture.
- Coordinate global best practice cloud focus in the areas of case management, escalation management and customer service with Principal Analysts and senior level team members to increase customer satisfaction and employee engagement.
- Actively monitors cloud servicing quality levels, communicates opportunities for improvement, and collaborates with support leaders to improve service levels.
- Acts as a key stakeholder to pursue Salesforce enhancements that educate support team members on cloud, contribute to better customer satisfaction and more timely case resolution for cloud support.
- Collaborative, flexible, and creative, leveraging AI-driven insights and automation to deliver best-in-class SaaS support with resourcefulness and innovation.
- Perform other duties as assigned to support departmental and company objectives.
Requirements
- Bachelor's Degree in Business, Information Systems or equivalent experience.
- 9–12 years of experience in technical, financial, operational and/or related customer support service experience.
- 8+ years supervisory or management experience.
- Ability to analyze data to determine root cause of issues.
- Builds, maintains and strengthens cross functional relationships.
- Excellent organizational, time management, written and verbal communication skills.
- Structured problem solver with a commitment to operational excellence, with the ability to manage a wide range of key projects and initiatives simultaneously.
- Strong leadership skills in a fast-paced, high demand environment.
- Ability to travel up 10–25% as business needs required.
- Role requires the following physical capacity: Sedentary: primarily desk/computer work.
- Must be legally authorized to work in United States; Elite does not provide employment sponsorship for this position.
Benefits
- Competitive Compensation Package ($195,000 - $220,000 base salary + variable component)
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Time Off
- Wellness Initiatives
- Employee Assistance Program
- Generous Global Parental Leave
- Calm, free premium subscription
- Employee Discount Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaScloud processesdata analysiscase managementescalation managementoperational efficiencySalesforce enhancementsperformance metricscustomer supportcloud readiness
Soft skills
leadershipcross functional relationshipsorganizational skillstime managementwritten communicationverbal communicationproblem solvingoperational excellenceresourcefulnesscreativity
Certifications
Bachelor's Degree in BusinessBachelor's Degree in Information Systems