Herndon, VA

Director – Product Support

January 23, 2019

Website Apptium

Type: Full-Time or Contract

Experience: 10+ years of IT experience with 2+ years in a Director or higher role

Location: Herndon, VA USA

APPTIUM Technologies is recruiting for the position of Director – Product Support. This position will provide strategic direction, leadership, development and management with our global Technical Support team. The Director of Technical Support is an experienced, enthusiastic, hands-on leader focused on building a world class Technical Support organization that is focused on delivering customer success.

Apptium’s proprietary EPortal platform is a business management platform helping customers worldwide build applications through rapid application development. The Director of Product support will be the conduit between the Technical Support team, Customer Engagement teams, Product and Development teams, and other internal stakeholders developing a trusted advisor relationship that enables rapid, focused, resolution for our customers.

ROLES AND RESPONSIBILITIES

  • Regularly meet with customers to understand their needs and develop support plans
  • Build a culture where customer success and customer satisfaction are paramount
  • Build a support organization that provides technical support services by developing the existing team and recruiting new talent on a regular basis
  • Manage the support team’s overall performance, providing sufficient capacity to deliver a successful customer experience while meeting internal operational objectives
  • Manage KPIs related to team performance, customer success, escalated accounts, potential escalations, and other important measurements
  • Work with Product Management, Product Engineering, and Service Delivery personnel to diagnose and resolve technical issues
  • Act as a senior-level escalation point for customer issues
  • Provide regular updates on escalations and accounts
  • Identify common problems reported by the customers (training, product, documentation) and work with other organizations to address
  • Nurture an environment that drives the creation of knowledge assets to be used both internally and externally by customers

SKILLS

  • College Degree in Computer Science with 10+ years of IT experience
  • 2+ years of experience in a Director+ role managing an enterprise support team
  • Excellent leadership and motivational skills
  • Experience in creating, managing and reporting on department budgets
  • Strong customer advocate passionate about delivering customer success
  • Experience in handling and diffusing customer escalations
  • Experience with building and continuously improving customer support processes

EXPERIENCE & COMPETENCIES:

  • 10+ years of IT experience with 2+ years in a Director or higher role
  • Strong leadership skills and ability to inspire, mentor and motivate staff
  • Strong understanding and experience with operational aspects of IT software development projects
  • Exhibit sound judgement and professional communication skills
  • Self-starter with abilities to build rapport and work with people at all levels, both inside and outside of the company
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