Position Overview: We are looking for an experienced and dynamic Director of Product Success to lead multiple tiers of support teams. This role encompasses a wide range of expertise areas including technical support, client-facing skills, and domain-specific knowledge, especially in healthcare. The successful candidate will be responsible for the overall success and effectiveness of these teams, ensuring they deliver exceptional support and service, and operate with a customer obsessed mindset.
Key Responsibilities:
- Leadership and Team Management: Guide, develop, and scale a global team of support professionals across various expertise domains to ensure high performance and continuous skill development.
- Strategic Collaboration: Collaborate closely with departments such as Customer Support, Customer Experience, Account Executives, and Professional Services, along with Product, Marketing, IT, Legal, and Engineering teams, to ensure a unified approach to customer satisfaction.
- Customer Advocacy: Serve as the voice of the customer within the organization, making sure customer feedback is prioritized by working with Product and Engineering to escalate and prioritize issues.
- SLA and KPI Management: Establish, track, and uphold Service Level Agreements (SLAs) with both internal and external stakeholders. Manage the team's Key Performance Indicators (KPIs) to ensure targets are consistently met.
- Operational Excellence: Work with executive leadership to identify and implement process improvements, operational efficiencies, and strategic initiatives to enhance customer support and satisfaction.
- Critical Issue Escalation: Take charge of escalating critical issues or problems to company-wide stakeholders, ensuring swift resolution and communication.
- Procurement Assistance: Assist the procurement team with contract terms and conditions for software subscriptions required by the support team, ensuring alignment with service needs and standards.
- Multichannel Support Management: Oversee the team's processing of requests through email, live chat, phone, and multiple ticket systems, ensuring a seamless and responsive customer experience.
- Technology Adoption: Stay informed about emerging customer support technologies, such as chatbots and AI, to continually enhance the support experience.
- Educational Material Development: Build and maintain a comprehensive corpus of help center and client-facing materials for education and training, ensuring resources are up-to-date and effective.
- Onboarding Process Enhancement: Curate and overhaul the onboarding journeys for new hires, both local and international, ensuring a smooth transition and integration into the company culture and processes.
Qualifications:
- At least 8 years of experience in customer support, with a minimum of 2 years in a senior management or director role.
- Experience with software development tools such as JIRA or Azure DevOps.
- Proven track record of building and leading global customer support teams.
- Demonstrated ability to manage teams across diverse areas of expertise.
- Strong collaboration skills and experience in interfacing with various departments.
- Proficient in creating, managing, and achieving SLAs and KPIs.
- A business-focused mindset capable of strategic planning and optimizing operational efficiency.
- Excellent communication, leadership, and problem-solving skills.
Additional Requirements:
- Bachelor's degree in business administration, Communications, or related field. Master's degree preferred.
- Proficiency in CRM and support software tools.
- Ability to handle multiple priorities in a fast-paced environment.
- Preferred experience in healthcare or related domains.