Global Support Services Director

2 days ago

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Price Management • Promotion Pricing • Rebate Management • Claims & Deductions • Enterprise Resource Planning

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Description

• Develop and implement a global support strategy that unifies current regional support services. • Oversee the delivery of support services to ensure high levels of customer satisfaction. • Develop and monitor key performance indicators (KPIs) to measure the effectiveness of support services. • Lead and mentor the support team, providing guidance and support to ensure high performance. • Develop and maintain strong relationships with regional support teams and customers.

Requirements

• Minimum of 8-10 years of experience in B2B SAAS or software support services or a similar role, with at least 5 years in a leadership position. • Proven track record of developing and managing a global support organization. • Strong understanding of service delivery management and issue/incident management frameworks. • Experience in working with KPIs and metrics to drive performance. • Demonstrated ability to engage with and manage teams and customers across different regional cultures. • Excellent leadership, communication, and interpersonal skills. • Ability to work effectively with cross-functional teams. • Ability to work flexibly with teams across multiple time zones. • Experience with ERP-integrated vendor software an advantage.

Benefits

• Medical, Vision and Dental Plans • Life and Disability Insurance • FSA - Flexible Spending Account • Paid vacation and standard holidays • Training Certification Reimbursement • Bonus Plan • Work from home