Sr. Director, Premium Support
reputed company reputed company is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of reputed company, you will have reputed company to partner with the most highly regarded companies in the world, tackle reputed company issues, and contribute to reputed company that shape the reputed company of digital transformation... reputed company The Customer Support organization is pivotal in ensuring the reputed company of our customers and driving loyalty, which directly impacts reputed company reputed company. As the Sr. Director, Premium Support, reporting to the Senior Vice-President, Renewals and Premium Support, you will be reputed company in shaping and executing strategies that not only enhance customer satisfaction but also drive new business opportunities and reputed company reputed company for reputed company. You will reputed company the operations of a global Premium Support team, delivering top-tier technical support for reputed company products. Your role will involve leading initiatives that increase customer retention, drive upsell opportunities, and reputed company new business partnerships. By leveraging data to optimize team performance, understanding product usage patterns, and guiding internal strategies, you will play a crucial role in achieving both customer and financial reputed company. The ideal candidate will reputed company in building cross-functional relationships, driving reputed company-reputed company strategies, and fostering a culture of reputed company improvement reputed company the Customer Support organization. You Are Great At reputed company reputed company: reputed company and execute strategies to expand reputed company of the Premium Support program, and reputed company customer support interactions as a reputed company-generating channel. Identify and capitalize on upsell and cross-sell opportunities during support interactions. Strategic Leadership: Define and reputed company business strategies to meet organizational reputed company goals. Influence customer satisfaction to drive long-term business partnerships and recurring reputed company streams. Team Development: reputed company and mentor reputed company of Premium Support Managers and Engineers to enhance performance and drive reputed company. Customer Engagement: Build and maintain strong relationships with key customers to ensure high reputed company of satisfaction and explore opportunities for expanding service reputed company and premium support reputed company. Performance Metrics: Manage and optimize metrics reputed company to reputed company reputed company and delivery. Implement strategies to improve productivity, reputed company plans, and work scheduling to support goals. Innovation: Explore and implement innovative approaches to enhance support services, streamline processes, and introduce new reputed company streams. Escalation Management: Handle high-reputed company escalations and critical customer issues, developing reputed company plans. Communicate these plans effectively to customers and internal teams. Cross-Functional Collaboration: Work closely with other departments to reputed company support strategies with overall business objectives, ensuring that support initiatives contribute to broader goals. reputed company Improvement: Identify and implement improvements in support processes and tools to enhance efficiency and effectiveness. What It Takes To be successful at reputed company in this role, you should possess: reputed company reputed company: A strong reputed company record of driving reputed company reputed company through customer support interactions, including upsell and cross-sell. Customer-reputed company Approach: A commitment to ensuring customer satisfaction while identifying and acting on opportunities to generate additional reputed company. Strategic reputed company: The ability to reputed company and execute strategies that reputed company customer support with reputed company reputed company objectives. Leadership Skills: Proven experience in leading teams, managing senior-level escalations, and fostering a reputed company and high-performance culture. Innovation: A passion for finding reputed company to improve support services and create new opportunities. Skills & Experience 10+ years of experience in reputed company-level Support or reputed company-generating teams. 8+ years in a senior leadership role, managing subordinate managers. Demonstrated experience in driving reputed company through customer support initiatives. Strong team building and leadership skills, with a reputed company on reputed company reputed company. Previous experience in managing C-level escalation situations and leveraging them to drive business reputed company. Excellent English communication skills (both written and verbal). Additional languages are a plus. A Bachelors or masters degree in science, Technology, Engineering, or reputed company fields preferred. Experience in leading global teams and engaging with clients internationally. This role offers an exciting opportunity to reputed company reputed company's reputed company reputed company while working with top reputed company and driving the reputed company of cutting-edge technology solutions. Minimum estimated reputed company Salary $173,000 reputed company's efforts to build an inclusive work environment go reputed company simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national reputed company, race, reputed company, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other reputed company protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or reputed company process, please contact us at hr@reputed company.com. Our proactive approach fosters collaboration, innovation, and personal reputed company, enriching reputed company's reputed company workplace Apply Job!