Director of Customer Support
Description:
The Director of Customer Support is responsible for providing both strategic and day to day direction to the support organization. The director establishes support strategy, standards of performance as well as goals and objectives for support services. This role is also responsible for implementing new processes, methodologies and metrics to enhance the support offering to Rivet customers, partners and employees. The director also has responsibility for maintaining customer satisfaction related to customer support.
Responsibilities:
- Establish customer support strategy, goals and objectives
- Oversee and lead the day to day management of both application and technical support
- Hires, manages and develops customer support representatives
- Develops, implements and monitors support systems and standards of performance
- Identifies, implements and manages call center performance metrics
- Proactively identifies and responds to customer support requirements
- Maintains fiscal and budget responsibility for the support department
- Insures overall customer satisfaction with Rivet products and support
- Oversees the development, implementation and on-going support of the knowledge base
- Maintains a strong working knowledge of Rivet products
- Works with QA and development regarding bug fixes and product enhancement requests
- Reports to the VP of Professional Services
Requirements:
- College degree preferably in business administration, computer science or other technology related field or equivalent industry experience is required
- Minimum 10 years experience leading technology customer support organizations
- Working knowledge of XBRL taxonomies and tagging processes
- Extensive knowledge of accounting and financial reporting products is highly desirable
- Excellent customer service mentality and approach
- Ability to hire, develop and lead customer support staff
- Ability to work well under pressure, prioritize workloads and work under time constraints is mandatory
- Must be well organized, able to plan and handle multiple tasks simultaneously in a fast paced environment
- Requires a strong knowledge of Rivet software applications
- Strong technical knowledge of Microsoft products (i.e. Access, MS SQL Server, Excel, Word, etc...)
- This position requires someone who has excellent vision, leadership and communication skills
- Experience training and coaching support team members on products and technology
Helpful Experience:
- Consulting experience in implementing software solutions for customers
- 10+ years experience customer support, software development and customer management
- Familiarity with XML (Extensible Markup Language) and XBRL (Extensible Business Reporting Language)
Rivet Software is an equal opportunity employer.
Want to join our team? Qualified Candidates please submit your resume and salary requirements when applying for this job.
To apply for this job, contact hr@rivetsoftware.com.
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