Director, Customer Support
About The Position
Aumentum Technologies is seeking an experienced Director of Customer Support to provide strategic and operational leadership for its Customer Support organization. The Director is responsible for Support Services operations and service delivery for existing customers, including setting priorities, developing and mentoring Support leaders, serving as a senior escalation point, and partnering across the organization to strengthen customer relationships, improve retention, and deliver measurable business results. The role focuses on building strong teams, driving accountability, improving operational performance, and continually elevating the customer experience. The Director will also champion responsible use of AI-enabled tools, automation, and emerging technologies to improve analyst productivity, knowledge management, ticket handling, customer responsiveness, and service quality. Occasional travel is required to represent Customer Support at customer visits, user group meetings, conferences, and other business events.
Requirements
- Proven leadership experience in customer support, customer success, professional services, or a related software organization.
- Demonstrated experience developing managers, building high-performing teams, driving accountability, and leading organizational change.
- Exceptional customer-facing, communication, relationship-management, and interpersonal skills.
- Strong customer advocacy and the ability to balance customer and business needs.
- Experience managing complex customer escalations and communicating effectively with senior customer and internal stakeholders.
- Strong operational and analytical skills, including establishing metrics, evaluating performance, identifying trends, and translating data into action.
- Ability to manage multiple priorities and drive initiatives to measurable results.
- Working knowledge of software applications, SaaS environments, technical support processes, and modern customer support technologies.
- Experience with AI-powered customer support technologies, generative AI, automation, chatbots, knowledge management tools, or AI-assisted service workflows.
- Ability to identify practical applications for AI and automation while maintaining appropriate human oversight and a strong customer experience.
- Strong judgment, integrity, accountability, and a collaborative leadership style.
Nice To Haves
- Experience with local government, property tax, or public-sector software.
- Microsoft Excel.
- Microsoft Power BI.
- Microsoft PowerPoint.
- Microsoft 365 and Copilot.
- Customer support or ticketing platforms.
- AI-enabled support, chatbot, and knowledge management technologies.
- Reporting, analytics, and performance management tools.
Responsibilities
- Provide strategic and operational leadership for the Customer Support organization, establishing priorities, goals, and performance expectations.
- Lead, coach, and develop Support managers and team members while building a culture of accountability, collaboration, continuous improvement, and customer advocacy.
- Ensure customers receive meaningful value from annual maintenance and support agreements and consistently receive a high-quality support experience.
- Serve as a senior escalation point for complex or high-impact customer issues, driving ownership, communication, and resolution.
- Establish, monitor, and communicate departmental goals, service levels, operational metrics, and other key performance indicators.
- Improve Support processes, workflows, tools, and operating practices to increase efficiency and service delivery.
- Champion effective adoption of AI-enabled support tools and automation to improve productivity, knowledge accessibility, ticket management, customer responsiveness, and service quality.
- Identify opportunities to strengthen customer relationships, improve retention and referenceability, and support incremental revenue within the existing customer base.
- Understand customer maintenance agreements and align Support operations and customer communications with contractual commitments.
- Oversee the effective use, governance, and ongoing improvement of customer support and ticket management systems.
- Collaborate with Product, Development, Professional Services, Sales, Finance, and other functions to address customer needs and improve the end-to-end customer experience.
- Represent Customer Support at customer visits, user group meetings, customer conferences, and other business events.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
