Senior Director, Customer Support

As the industry leader for innovative benefits administration solutions, we provide the Taft-Hartley community unmatched technology, capabilities and industry expertise while maintaining the highest-level customer service and support. For over forty years and leveraging the power of our Basys and ISSI technology platforms, we are the leader in our market delivering reliable health and pension benefits processing, fund office administration, reporting and member service on a platform built for data security, regulatory compliance, and a lower total cost of ownership.

As our Sr. Director of Customer Support, you will be the hands-on leader overseeing a team of Support Engineers solving issues of our mission-critical software. You will be driving the strategic direction of Customer Success as well as building and executing against the current operating plan. You will be responsible for measuring, assessing, innovating, and growing the organization to support key metrics, that ensures the delivery of the best customer support in the industry.

Responsibilities:

• Own and drive the strategic support plan to improve operational scale and efficiency while ensuring an excellent customer experience and driving customer retention, loyalty, and satisfaction.
• People Management responsibility which includes hiring, setting, and monitoring individual performance objectives, performance appraisal process, and providing regular feedback and coaching.
• Gain a deep understanding of the products and services that are delivered to our clients and make recommendations to enhance the process in turn bringing added value to the client relationship
• Can clearly articulate risks and opportunities for team and understands and sets prioritie
• Establish a culture of continuous improvement and accountability.
• Ensure the support team is appropriately staffed, trained, and resourced to meet customer demand and SLA’s
• Refine and develop support based KPI’s that measures and drives team performance and results
• Implements systems to capture and report on service metrics, including any customer feedback or trends in product or services issues.
• Own the customer journey and work across departments to optimize and improve
• Identify recurring customer challenges, identify the right team members across the organization to partner with and raise those challenges/partner in ensuring a resolution
• Work collaboratively with Implementation teams to effectively transition new customers into customer support.
• Develop a trusted relationship with the customers, enabling issues and opportunities to be addressed with a spirit of partnership

Requirements:

• 10+ years of experience managing and growing a customer-facing software support team
• Excellent leadership and ability to motivate and inspire team members
• Strong written and oral communication skills with the ability to consistently deliver clear concise communications both internally and externally
• Strong operational management skills, including decision-making, experience with performance KPI and reporting management
• Solid organizational abilities, including planning, delegating, and task facilitation
• Experience developing processes, utilizing systems and a track record of consistently delivering against targets in a fast-paced environment.
• A team player who desires working in a collaborative, cross-functional environment, with a strong desire to work together with colleagues across company.
• Relationship building skills with ability to maintain composure when handling unexpected challenges and competing demands

Basys is an Equal Opportunity Employer.

Covid Message: We value the safety and well-being of our basys community which includes our staff, customers, business partners and beyond. Which is why our team has chosen to require staff to be fully vaccinated for all in-person business activities, whether that be on-site at our corporate office or traveling for business. Candidates should consider this requirement before applying.