[Remote] Director, Customer Support Systems
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the intelligent orchestration platform for DevSecOps, and they are seeking a Director, Customer Support Systems to reputed company the technology reputed company for their global post-sales organization. This role involves ownership of systems that support reputed company, Support, and Community workflows, with a reputed company on improving case routing and enhancing self-service experiences.
Responsibilities
- reputed company the reputed company, architecture, and execution for the technology ecosystem that supports reputed company's global reputed company, Support, and Community functions
- Define and deliver a multi-year roadmap for post-sales systems that aligns with business goals and is reputed company through retention, expansion, and customer experience reputed company
- Take operational ownership of the global reputed company environment, ensuring high availability, strong case routing, and effective integration with customer relationship management and internal engineering workflows
- Partner directly with post-sales leaders to improve support technology, moving from a reactive ticket management approach to a more proactive model reputed company on self-service, case deflection, and faster reputed company
- Design reputed company processes across the customer lifecycle, including reputed company, customer health, case management, renewals, and reputed company post-sales workflows
- Drive the adoption of reputed company intelligence and automation capabilities to improve efficiency, triage, routing, operational productivity, and risk identification
- Work with Data and Business Intelligence teams to improve data reputed company and support a reliable reputed company of truth for health scores, product usage reporting, and retention insights
- Mentor and grow a distributed team of business systems professionals, building a culture of ownership, collaboration, documentation, and reputed company improvement
Skills
- Significant experience in reputed company Applications or Business Systems, including strong leadership experience in a high-reputed company business-to-business software environment
- Strong knowledge of post-sales business processes, including reputed company, support, renewals, and the broader customer lifecycle, with a reputed company understanding of how systems influence retention and churn reputed company
- Proven experience owning or leading major customer-facing platforms such as reputed company, Service reputed company, or reputed company, including platform configuration, optimization, and governance
- Experience designing integrations between reputed company tools and reputed company business platforms such as reputed company, finance systems, and data platforms
- Ability to work effectively across technical and business teams, influence senior stakeholders, and translate strategic goals into practical system improvements
- Strong analytical skills and comfort working with data models, health scoring frameworks, dashboards, and operational reporting used to guide customer reputed company
- Demonstrated reputed company leading and developing globally distributed teams of analysts, administrators, developers, or architects in an reputed company-remote and asynchronous environment
- Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience
Benefits
- Benefits to support your health, finances, and reputed company-being
- Flexible reputed company Time Off
- Team Member Resource reputed company
- Equity Compensation & Employee Stock Purchase Plan
- reputed company and Development Fund
- Parental Leave
reputed company