Director - SaaS Technical Support

Basic Information

Country

United States

State

NA

City

Remote

Date Published

16-Aug-2021

Job ID

31104

Travel Amount

up to 25%

Description and Requirements

We are looking for a Director of SaaS Technical Support to ensure the highest level of customer satisfaction and to help drive continual process improvement to deliver a better customer experience for our customers. This person would have experience driving self-help support channels, community’s involvement and innovating on the delivery of support to the customer base.  We are looking for a dynamic leader that can help be a change agent and drive towards building a support organization that delivers a terrific customer experience. 

Roles and Responsibilities:

Direct experience in implementation and management of enterprise level platforms and cloud solutions on a large scale. (VMware/open stack/azure/AWS etc..
Experience developing technical support processes in a SaaS software model 
Successfully operated in a DevOps model delivering a great customer experience 
Delivered on support self-help channels driving down ticket volume 
Understand SaaS is comprised of more than support and delivering against that objective to satisfy customers
Interface with customers to help them achieve value from our products and services 
Manage, escalate and drive satisfactory resolution of customers' technical support issues.  Develop action plans to facilitate resolution.
Effectively manage customer escalations to a positive conclusion
Drive changes to policies and establishes procedures that affect immediate processes
Lead in sharing of best practices with team members to contribute to enhance the quality and efficiency of technical support.
Provides input to help set strategic direction of the customer support organization.

Requirements: 

Ability to communicate with and influence other departments with differing priorities.
Expertise in customer support, case management, knowledge management, problem management and driving self service support channels.  
Solid experience in a customer facing, technical support environment managing a large and successful team.  
Excellent communication and customer facing skills with proven ability to handle difficult customer situations effectively.
Strong time management and organizational skills.
Excellent staff mentoring and leadership skills.  
Management skills working to empower and motivate a strong team of leaders. 
From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

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