Senior Director of Customer Experience
A leading global financial software provider seeks a senior leader to oversee their customer support team. This key role will be responsible for delivering excellent technical support for mission-critical SaaS solutions, requiring deep SaaS and application support expertise.
Key Responsibilities:
* Lead the customer support team to achieve exceptional results.
* Manage complex application support for financial software in SaaS and on-premises environments.
* Develop strong relationships with clients and handle escalations effectively.
* Resolve technical issues quickly to minimize customer impact.
* Enhance tools, processes, and service delivery to drive efficiency.
* Collaborate closely with Product, Development, QA, and Account Management teams.
Requirements:
* 10+ years in customer support or technical operations, with at least 5 years in a leadership role.
* Proven track record in SaaS support and complex application support.
* Strong technical skills, including Windows/UNIX servers and Oracle databases.
* Excellent leadership, problem-solving, and communication abilities.
* Bachelor's degree in Computer Science, Engineering, or a related field.
Benefits:
* Shape customer experience for high-profile B2B clients.
* Competitive compensation package and opportunities for growth.
Relevant qualifications and skills required:
Customer Support Operations, Technical Operations, Leadership, SaaS Support, Complex Application Support, Technical Skills, Communication, Problem Solving, Bachelor Degree, Computer Science, Engineering.