Director, Customer Support

Providing the best possible levels of customer service and will have proven experience of motivating and driving performance improvements within a team. 

Leading customer support teams who support over 56 different Vertafore products across three different locations. 

Overseeing daily contact center operations and performance metrics 

Setting new strategy and visions and implementing them to better our Customer's experience. 

Being a proven Customer Support thought leader who will provide direction to peers & teams in the Customer Support organization as they work to create a best in class customer support organization. 

Creating an exceptional customer experience that differentiates us in the industry and will have proven experience of motivating and driving performance improvements within a team. 

Developing and implementing practices, philosophies, behaviors, and tools that will delight our Customers with every interaction. 

Driving continual improvement, using quantitative and qualitative analysis, in everything that we do, including; people, technology, processes, service and product. 

Driving Support training and quality program to ensure technical accuracy and customer delight in every interaction. 

Managing to departmental financial objectives by forecasting requirements, and actively participating in the development of the annual budget. 

Successfully achieving the right balance between Excellent Customer Experience, Employee engagement and Shareholders. 

Serving as an escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary. 

Provide 'Voice of the Customer' feedback that helps drive innovation and further solidify or enhance Vertafore's competitive position in the marketplace. 

Leveraging broad-based industry knowledge and marketplace expertise to fully understand the impact of emerging trends and technologies on the business. 

You are passionate about providing the best possible levels of customer services and have proven experience of motivating and driving performance improvements within a team. 

Strategic thinking combined with the ability to execute 

Strong personal and team leadership, proven ability to build high performing engaged teams. 

Strong problem solver with experience of executing solutions successfully for a positive customer experience. 

Experience creating new business value and leading major change initiatives. 

7+ years' experience in a fast paced, multi-channel software customer support business, including 5+ years in leadership positions in complex, multi-product environments. 

Proven experience in process improvement and identifying areas for increased operational efficiencies. 

Hands-on experience managing contact center operations teams, including resource management, incident management, business continuity and data analytics. 

Experience in leading through significant process, organizational and system changes with positive results. 

Strong written and verbal skills with proven ability to make effective presentations to C-level executives as well as Vertafore business units. 

Bachelor's degree or equivalent experience, MBA or advanced degree preferable. 

Travel required up to 15% of the time. 

Occasional lifting and/or moving up to 10 pounds.

Frequent repetitive hand and arm movements required to operate a computer.

Specific vision abilities required by this job include close vision (working on a computer, etc.). 

Frequent sitting and/or standing.