Strategic National Director of Client Success & Support

SwordPoint.ai; Atlanta (GA); Presencial; USD 140.000 - 210.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Bonus eligibility

Career growth

Training & mentorship

Health benefits

401(k) with match

Flexible PTO

Descripción de la vacante

WinGen is seeking a National Director of Client Success & Support to own the end-to-end client success function from Tier 1 to executive escalations. The role requires leading a team, shaping processes, and delivering client satisfaction and retention as business outcomes.

Role is full-time, on-site in Atlanta, GA with hybrid options; occasional travel and after-hours availability may be required. Ideal candidates have proven SaaS support leadership experience and strong cross-functional

Formación

• 5+ years in customer support, client success, or service delivery.
• 2+ years managing a support team or function.
• Experience owning a cross-organizational support function.

Responsabilidades

• Lead Tier 1 agents, supervisors, and Advanced Support with clear performance standards.
• Monitor queue volume, SLA compliance, response times, and workload distribution.
• Hire, onboard, coach, and develop agents and supervisors; manage performance and growth.
• Design and improve support processes, escalation paths, and documentation standards.
• Serve as senior escalation point for high-priority situations with clients at all levels.
• Report on support metrics and client health; surface actionable insights to leadership.
• Partner with sales, product, and development to drive root-cause resolution.
• Identify at-risk accounts and coordinate proactive outreach to protect retention.
• Maintain knowledge base, help articles, and training materials; build a development-focused culture.

Conocimientos

Customer success

Team leadership

SLA management

Analytics

Executive communication

Educación

Bachelor’s degree preferred

Herramientas

Microsoft 365 & Teams

Zoho Desk

ServiceNow

Zendesk

Descripción del empleo

WinGen is seeking a National Director of Client Success & Support to own the end-to-end client success function from Tier 1 to executive escalations. The role requires leading a team, shaping processes, and delivering client satisfaction and retention as business outcomes.

Role is full-time, on-site in Atlanta, GA with hybrid options; occasional travel and after-hours availability may be required. Ideal candidates have proven SaaS support leadership experience and strong cross-functional