Head of Americas Cloud & On-Prem Support

Resolution Technologies, Inc.; Hoboken (NJ); On-site; USD 180,000 - 240,000; Full time

Job summary

Resolution Technologies, Inc. in Hoboken, NJ, seeks a Senior Director of Customer Support for the Americas to oversee Cloud & On-Premise support across SaaS products.

You will manage Tier 2-3 teams, offshore ops, and a 60-person global support network to drive service quality. Responsibilities include owning end-to-end support for Cloud and On-Premise customers, strengthening customer relationships, meeting SLAs and KPIs, and leading continuous improvement initiatives while partnering with

Qualifications

• 7+ years in leadership managing support organizations
• 5+ years in customer-facing or outbound engagement roles
• Experience leading cross-functional and matrix teams
• Outstanding leadership and communication skills
• 5+ years supporting Cloud functions and solutions
• Experience transforming from On-Prem to Cloud

Responsibilities

• Lead Tier 2 and 3 support teams, including offshore operations
• Own end-to-end customer support for Cloud and On-Premise across the Americas
• Strengthen customer relationships and drive improvements in CSAT and loyalty
• Ensure adherence to SLAs, KPIs, and contractual commitments
• Build partnerships with Professional Services, R&D, Cloud Operations, and Product teams
• Manage customer engagement and escalation processes to resolve critical issues

Skills

Leadership

Communication

Customer-facing

Cross-functional

Matrix management

Strategic planning

Education

Computer Science degree

Industrial/Electronic Engineering degree

Job description

Resolution Technologies, Inc. in Hoboken, NJ, seeks a Senior Director of Customer Support for the Americas to oversee Cloud & On-Premise support across SaaS products.

You will manage Tier 2-3 teams, offshore ops, and a 60-person global support network to drive service quality. Responsibilities include owning end-to-end support for Cloud and On-Premise customers, strengthening customer relationships, meeting SLAs and KPIs, and leading continuous improvement initiatives while partnering with