About the Role
We’re looking for a brilliant and collaborative individual to join our Global Customer Support Leadership Team to launch a new function as the Director of Premium Support Services. The mission for the Director of Premium Support Services is to (a) drive the success and operational performance for Fivetran Premium Support customers (b) to accelerate the highest level of customer support for Major & High potential accounts utilising a Support Account Management and Escalations team. This position is instrumental in establishing, operating, and improving our high-performing support team looking to expand further levels of satisfaction for our large enterprise customers.
A successful candidate must have experience running and operation enterprise support functions but also have experience in enterprise account management, whether it be escalation management/mitigation or account management positions. The optimal candidate will also have demonstrated strong leadership skills in driving strategy, outcomes, financial modeling, reporting, and has hands-on experience with annual and quarterly planning.
This is a hybrid position based out of our Denver office.
What You'll Do
- Strategic Leadership: Develop and implement a comprehensive strategy for premium support services that aligns with company goals, enhances customer satisfaction, and drives support service renewal rates.
- Customer Relationship Management: Build a team that serve as the primary liaison for premium support customers, ensuring their needs are met or exceeded, fostering strong relationships, and facilitating contract renewals.
- Team Management: Lead, mentor, and manage a team of escalation managers and support account managers, promoting a culture of excellence, accountability, and continuous improvement. Combining a player-coach mentality with team is critically important as this team grows.
- Operational Excellence: Oversee the operational aspects of the premium support function, including workflow optimization, resource allocation, and technology deployment to enhance service quality.
- Performance Metrics: Define and monitor key performance indicators for premium support services, including customer satisfaction scores, renewal rates, and response times, taking action to address areas of improvement.
- Risk Management: Identify potential risks to customer satisfaction and service renewals, developing and implementing mitigation strategies to prevent customer churn.
- Innovation: Stay abreast of industry trends and innovations in customer support, integrating new technologies and practices to maintain a competitive edge in premium support services.
Skills We're Looking for
Technical Skills:
- Data Engineering
- Modern data stack
- Customer success, customer support or IT services
- Experience querying with SQL
- Experience in data analysis
- Knowledge or experience interacting with code
- Knowledge or business intelligence or analytics tools
Experience and Leadership:
- Minimum of 8 years of experience in customer support or service roles, including at least 5 years in a leadership position managing premium support services for high-value customers.
- Experience in scaling and managing teams, with a focus on launching hyper-growth teams dedicated to customer satisfaction.
- Proven track record in strategic collaboration and execution, working closely with heads of departments, regional leaders, and executive leadership teams to drive change and achieve strategic goals.
Strategic and Operational Expertise:
- Demonstrated ability to develop and execute support strategies that have significantly improved customer satisfaction and retention.
- Strong experience in designing and implementing support processes, setting and achieving Objectives and Key Results (OKRs), and managing Key Performance Indicators (KPIs).
- Experience working with both pre-sales and post-sales teams to ensure a seamless customer journey and support lifecycle.
Communication and Relationship Management:
- Outstanding communication and interpersonal skills, with the ability to build and maintain strong working relationships, resulting in solid partnerships across functions.
- Proactive leadership and team management skills, capable of inspiring and motivating high-performing teams, and collaborating effectively with non-engineering stakeholders.
Analytical and Financial Acumen:
- Analytical thinker with strong problem-solving skills and the ability to make data-driven decisions.
- Deep understanding of customer support technologies, best practices, and strong financial planning and management skills.
Adaptability:
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Flexibility and adaptability to manage shifting priorities and challenges, with a proactive approach to driving change and execution.
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