Director of Support, insightsoftware
More information about location
Connected solutions for the office of the CFO
Be an early applicant
Connected solutions for the office of the CFO
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To empower organizations with the financial confidence to achieve greatness.
Role
Who you are
- The ideal candidate will have a proven and consistent record of leading global support teams and fostering collaborative relationships with various cross-functional departments, including Support leadership, Engineering, Product, Success, Services, Documentation, and Business Technology (BT)
- The successful candidate will be highly organized, an effective communicator, and possess a proactive and innovative approach to problem-solving
- BS or MS in Computer Science, or equivalent experience
- 15+ years experience in a technical support environment, handling highly sophisticated software issues
- 10+ years at the management level, leading managers in addition to individual contributors, to support large enterprise customers
- Practical experience handling multiple global support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities
- Strong understanding of operational infrastructure, metrics, processes, systems, and tools for running a global Support organization
- Must be capable of dealing confidently and professionally at the executive level internally and with customers
- Consistent track record in leading sophisticated processes and driving continuous process improvement
- Excellent project management skills, including demonstrated ability to run projects across teams where influencing skills are required
- Ability to respond to high-profile, high-impact customer/product partner concerns in a way that drives customer happiness
What the job involves
- We are seeking an exceptional candidate to join our team as a Director of Support
- As the Director of Support, you will play a pivotal role in driving excellence, developing strategic initiatives, and ensuring the delivery of unparalleled support services to our valued clients
- Drive Technical Support outcomes, efficiency, and KPIs
- Represent thought leadership in the global support organization
- Build an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers
- Mentor support managers to provide customer-centric support that solves the problem, considering customer preferences, troubleshooting methodology, call handling skills, and proactive diagnostic techniques and guiding customers toward self-serve support options
- Review and respond to customer feedback from surveys and other sources and act on feedback to resolve issues permanently
- Develop and implement strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams
- Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently
- Analyze Customer trends and adopt knowledge-centric support standard processes
- Develop a close relationship with Cross Functional Teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers and enhancements
- Proven track record of building Center of Excellence (CoE) in India
- Ability to clearly and efficiently interact or present with executive C-Level management
Our take
With a goal to support efficiency in the office of the CFO, insightsoftware delivers solutions for finance, accounting, and operations. Its extensive offerings help users turn information into insights so that they can more strategically drive the success of their organizations.
The company boasts a global footprint and a host of positive case studies from clients across industries - a clear indicator that it is doing something right. The trend towards data-led operations has no doubt helped the company grow, as more and more leaders look to streamline their operations and unlock those crucial, competitive insights.
Lately, insightsoftware has been enhancing its offerings through a list of acquisitions, integrating capabilities such as business intelligence, improved analytics and new automations. Most recently, it acquired LeaseAccelerator which enhances its lease accounting and administration solutions as well as bolstering its US presence.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 7 rounds)
Jul 2021
$1bn
GROWTH EQUITY VC
Nov 2017
$12m
SERIES D
Total funding: $1.1bn
Company values
- Results Orientation: I recognize results trump effort and drive successful outcomes
- Winning Attitude: I work hard, persevere, and get the job done with a positive attitude
- Be One Team: We are better together and win as a team
- Disciplined Execution: I always do what I say I’m going to do and demonstrate extreme ownership
- Growth Mindset: I always look for ways to challenge myself, learn, and find better ways to work
Company HQ
North Raleigh, Raleigh, NC
Articles
Leadership
Michael Sullivan
(CEO, not founder)Former CEO of Acquia. Was also the SVP and General Manager of SaaS and Information Management at Micro Focus as well as the CEO of Autonomy Protect at HP Autonomy.
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