Senior Director of Customer Support

VitalEdge Technologies; United States; On-site; USD 150,000 - 180,000; Full time

Job summary

VitalEdge Technologies seeks a Senior Director of Customer Support to lead the customer support team in transitioning dealership departments to their ERP software. The role requires collaboration with senior leadership to develop strategies and improve customer satisfaction through effective operational management, team leadership, and compliance oversight. Ideal candidates will demonstrate strong leadership in SaaS, market expansion, and possess a bachelor's degree in a relevant field.

Benefits

Medical insurance

Vision insurance

401(k)

Disability insurance

Qualifications

• Minimum of 5 years relevant experience in the SaaS industry.
• Experience managing technical support analysts and leaders.
• Proficiency in PC applications including email, Word, Excel, and PowerPoint.

Responsibilities

• Oversee team of Virtual Implementation Consultants for successful transitions.
• Collaborate with leadership to develop customer support strategy.
• Lead efforts in market expansion and business development.

Skills

Leadership

Strategic Thinking

Analytical Skills

Customer Service

Communication Skills

Technical Troubleshooting

Multitasking

Education

Bachelor's degree in business administration, management, or a related field

MBA or advanced degree preferred

Tools

Excel

PowerBI

MS Dynamics 365

Job description

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Direct message the job poster from VitalEdge Technologies

Talent Acquisition Leader and People Connector | Strategic Sourcing & LinkedIn Expert

About Us

We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 750 employees, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We are actively seeking talented individuals to join our team and help us aggressively grow our North American footprint for both our on-premises and 100% cloud-based ERP solutions.

Why work for VitalEdge?

We don’t just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us!

Position Overview

As the Sr. Director of Customer Support at our leading ERP software and solutions company, your primary responsibility will be to oversee the team of Virtual Implementation Consultants to a successful transition of dealership departments to our VitalEdge ERP software. You will consult with dealership management to review data, configurations, and mappings from legacy systems, and perform setups/parameters to meet their specific needs. Additionally, you will lead the team in training sessions for clients, facilitate seminars to ensure understanding, and conduct post-implementation follow-ups to guarantee satisfaction.

Responsibilities

Strategy Development and Execution:

• Collaborate with senior leadership to develop and execute the company's customer support strategy, aligning with overall corporate objectives
• Identify market trends, opportunities, and challenges to inform strategic decision-making
• Develop short-term and long-term plans to achieve business goals and drive sustainable growth in the Indian market

Market Expansion and Business Development:

• Lead efforts to expand market share by identifying and targeting key customer segments and industries
• Develop and maintain relationships with strategic partners, customers, and key stakeholders to drive business development initiatives
• Explore new revenue streams and business opportunities to diversify offerings and increase market penetration

Operational Management:

• Oversee all operational aspects of the business within the North America region, including CSM requirements, marketing, and support functions
• Implement efficient processes and systems to optimize operations, enhance productivity, and ensure scalability
• Monitor key performance indicators (KPIs) and metrics to assess performance, identify areas for improvement, and drive operational excellence

Team Leadership and Development:

• Build and lead a high-performing team, providing clear direction, coaching, and mentorship to foster professional growth and development
• Create a positive and collaborative work environment that promotes teamwork, innovation, and accountability
• Ensure effective communication and coordination across teams to drive alignment and achieve organizational objectives

Compliance and Risk Management:

• Ensure compliance with local regulations, laws, and industry standards, maintaining a strong understanding of legal and regulatory requirements in India
• Identify and mitigate operational risks, implementing appropriate controls and measures to safeguard the company's interests
• Work closely with finance and accounting teams to develop and manage budgets, forecasts, and financial plans for India operations
• Monitor financial performance, analyze variances, and take proactive measures to achieve financial targets and profitability

Cross-Functional Collaboration:

• Collaborate closely with cross-functional teams, including product management, engineering, and HR, to support product development, innovation, and talent acquisition efforts
• Foster a culture of collaboration and cross-functional teamwork to drive collective success and achieve business objectives

The list of essential functions is not exhaustive and may be supplemented or changed as necessary.

Required Skills & Education

• Bachelor's degree in business administration, management, or a related field
• Proven track record of leadership and success in a similar role within the SaaS industry, with a deep understanding of software products and services
• Extensive experience in business development, market expansion, and operations management, preferably in the technology sector
• Strong strategic thinking and analytical skills, with the ability to translate insights into actionable plans and initiatives
• Strong people management and leadership ability, when and if necessary, take action with an associate who is under performing to the required standards set by the operations leadership team and virtual team
• Minimum of 5 years or more of relevant experience, preferably in the heavy equipment industry
• Minimum of 5 years or more of experience managing technical support analyst and leaders
• Excellent technical troubleshooting skills and operating system knowledge
• Proficiency in PC applications including email, Word, Excel, and PowerPoint
• Strong written, interpersonal, and customer service communication skills
• Experience and confidence in virtual customer-facing interactions
• Challenge the status quo in the spirit of continuous improvement
• Exceptional organization and multitasking abilities
• Experience with industry-specific ERP or dealer management software (DMS)

Preferred Skills

• Previous experience working with dealerships or within a dealership environment.
• Extensive experience using Excel, PowerBI, and MS Dynamics 365.
• MBA or advanced degree preferred

VitalEdge is an Equal Opportunity Employer

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development and IT Services and IT Consulting

Referrals increase your chances of interviewing at VitalEdge Technologies by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Disability insurance

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