Senior Director, Global Support

Elite Technology

12h•$195,000 - $220,000•Remote

About The Position

The Senior Director, Global Support will report to the VP of Global Support and will work closely with the extended support leadership team creating our cloud capabilities to align with Elite’s SaaS objectives. The role will be responsible for providing strategic and tactical direction, defining and implementing new processes to help Elite continue to become SaaS ready, and will be responsible for driving the team’s performance by meeting key KPIs defined by the VP, Global Support, and the Executive Leadership team. This role will also be responsible for operational activities that improve cloud service and help us proactively and successfully maintain our client’s cloud systems. Work Arrangement: Remote This role requires the individual to be based in Flexible across U.S. time zones.

Requirements

Bachelor's Degree in Business, Information Systems or equivalent experience.
9–12 years of experience in technical, financial, operational and/or related customer support service experience.
8+ years supervisory or management experience.
Ability to analyze data to determine root cause of issues.
Builds, maintains and strengthens cross functional relationships.
Excellent organizational, time management, written and verbal communication skills.
Structured problem solver with a commitment to operational excellence, with the ability to manage a wide range of key projects and initiatives simultaneously.
Strong leadership skills in a fast- paced, high demand environment.
Ability to travel up 10–25% as business needs required.
Role requires the following physical capacity: Sedentary: primarily desk/computer work.
Must be legally authorized to work in United States; Elite does not provide employment sponsorship for this position.

Responsibilities

Depending on geographic location and people leadership experience, the role may serve as a regional leader for Elite Support.
Work cross functionally with key stakeholders to define support Cloud processes and ensure adherence to cloud service level agreements.
Regularly meet with customers to build relationships and manage escalations that arise.
Apply both institutional knowledge and industry best practices to help define the future strategy for how we will globally support our SaaS products.
Define and share key performance metrics per SaaS product and get alignment across product support teams.
Actively monitors servicing quality levels, communicates opportunities for improvement, and collaborates with operations to improve service levels.
Provides direction for Technical Account Managers and facilitates programs that help seamlessly transition newly live cloud clients to a smooth live Production operations
Generate insights from data from various sources by working with analytics to create and maintain a roadmap of operational efficiency initiatives tied to improving our cloud readiness posture.
Coordinate global best practice cloud focus in the areas of case management, escalation management and customer service with Principal Analysts and senior level team members to increase customer satisfaction and employee engagement.
Actively monitors cloud servicing quality levels, communicates opportunities for improvement, and collaborates with support leaders to improve service levels.
Acts as a key stakeholder to pursue Salesforce enhancements that educate support team members on cloud, contribute to better customer satisfaction and more timely case resolution for cloud support.
Collaborative, flexible, and creative, leveraging AI-driven insights and automation to deliver best-in-class SaaS support with resourcefulness and innovation.
Perform other duties as assigned to support departmental and company objectives.

Benefits

Competitive Compensation Package ($195,000 - $220,000 base salary + variable component)
Comprehensive Healthcare Coverage (Health, Dental, Vision)
Retirement Savings Plan with an Employer Contribution
Professional Development Opportunities
Time Off
Wellness Initiatives
Employee Assistance Program
Generous Global Parental Leave
Calm, free premium subscription
Employee Discount Program