CLEAResult Application Support Director in Westborough, Massachusetts

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Job Description Summary

CLEAResult is seeking an experienced Application Support Director who will build and lead our Customer Support team who support a custom Salesforce application solution. The Director of Application Support is responsible for all aspects of the customer support organization: Staff recruiting and mentoring, inbound issue handling processes, service level agreement management, success metrics, defect escalations, knowledge base development, and executive reporting.

Qualified candidates will have extensive experience in customer facing technical support or services roles and will be keenly aware of what is necessary for a support team to be successful. This includes understanding customers’ business drivers, as well as having hands-on technical knowledge, experience and skill-set to support CLEAResult’s software applications and business goals.

In addition, the successful candidate will:

• Take ownership of issues from start to resolution, assigning tasks and actions to appropriate members of your team

• Communicate relevant details in an informed and succinct manner to stakeholders at all levels

• Effectively delegate

• Be resourceful, creative, and think strategically to solve the most complex organizational and technology challenges

Job Description

  • Build a support team with the appropriate experience, knowledge, and skill sets to interact with various client stakeholders, often in challenging situations. This includes developing role descriptions, interviewing candidates, and hiring decisions.

  • Mentor staff and support personnel to grow professionally, both in terms of their technical skill sets and expertise, as well as in areas of interpersonal skill development, such as conflict resolution, customer advocacy, and other key areas for success in a client facing support role.

  • Develop Customer Support policies and procedures designed to govern support processes without constant direct interventions or escalations.

  • Set and communicate support team goals and objectives.

  • Measure, track and report pertinent key performance indicators, such as average time to issue acknowledgement, time to first response, time to issue resolution, average issue aging trends, as well as others, as appropriate.

  • Brief the executive team on support team success status including: KPI’s, budget performance, operational and strategic initiatives necessary to drive client satisfaction.

  • Develop personal relationships with key client stakeholders to support high levels of customer satisfaction.

  • Understand product solutions (high level) and business drivers such that support of work is prioritized and managed in accordance to business needs. Pass on client feedback to the team to improve the overall product and processes.

  • Knowledgeable and proficient hands-on player/coach, experienced and current enough jump in and work on challenging issues as one of the team when necessary.

  • Proactively implement processes to ensure corrective actions are implemented so incidents can be prevented in the future.

  • Capture insights and experience gained throughout successful issue resolution events to develop customer facing Knowledge Base articles and other supporting documentation.

  • Engage with implementation teams to transition clients from implementation to support. Create transition materials that set clear and reasonable expectations while maintaining high customer satisfaction.

Additional Job Description

  • Bachelor’s Degree (computer related field preferred).

  • Minimum of 10 years’ experience in IT field with 7 in Support, Client Success or Professional Services roles – preferably engaged in hands-on troubleshooting activities related to enterprise software product implementations

  • At least 5 years of demonstrable management experience

  • Experience with enterprise applications, including Salesforce.com, Office 365,

  • Experience working with offshore teams who supplement the onshore workforce.

  • Demonstrated experience in creating and implementing processes and procedures necessary to maintain high levels of customer satisfaction and retention.

  • Ability to resolve issues and exhibit strong initiative in a demanding environment.

  • Excellent planning, training and follow-up skills.

  • Hands on work attitude and customer service savvy.

  • Experience working with cross-functional and cross-organizational (vendors, clients, partners) teams, collaboratively.

  • Excellent verbal, written and customer facing communication skills.

  • Excellent leadership and management skills.

  • Some travel – 15-20%.