The Senior Director, Client Support will play an integral role in the success of the Client Support team. This position requires the candidate to be able to think strategically and act at a tactical level to drive results. Specifically s/he will be responsible for:
Responsible for multiple product support platform groups with the Director or Senior Managers of those groups reporting to him/her.
Assists the Director and Senior Manager levels in reviewing KPI attainment, client satisfaction, and critical client issues on a regular basis to ensure that high levels of customer satisfaction and quality are delivered on a timely basis.
Managing and directing the work of Client Support managers. Assists them in reviewing outstanding customer issues on a regular basis to ensure high levels of customer satisfaction and quality are delivered on a timely basis.
Hiring, firing, performance appraisals, and merit increase reviews of their immediate staff.
Assisting the Vice President of Client Support in managing the department, acting as the senior manager of the department in the Vice President’s absence.
Contributing to the development and successful execution of the department’s annual operation plan.
Acting as an escalation point within the department for critical client issues, helping to prioritize issues and securing resources outside of the department as needed.
Proactively managing and communicating with clients to ensure high level of Customer Satisfaction, especially on issues escalated by the client and their account executive.
Ensuring plans are in place to support new software releases as well as confirming patches and maintenance releases are delivered with a high degree of quality
Analyzing workload of group and recommending improvements. Continually enhancing the group’s skills around client satisfaction, troubleshooting.
Working independently on departmental and company initiatives.
Leading large scale projects that involve decision making, independent action, and matrix management.
Must be comfortable interfacing with senior management and with clients as the senior person present representing Blackboard.
Must have strong communication and presentation skills for both internal and external audiences.
Strong leadership skills are essential to drive performance improvements and change throughout the organization
Professional Qualifications
Required Skills:
Bachelors Degree in Technical or Business Discipline, or relevant work experience
Advanced degree in related field desirable
Previous experience managing technical support organizations
4 years or more years managerial experience providing client services for enterprise software solutions
Sufficient understanding of both front-end and back-end technology issues (operating systems, databases, configurations) to be able to communicate effectively with clients and staff.
Outstanding people development skills
Excellent interpersonal and communications skills
Ability to diagnose and resolve software issues
Ability to lead a team and manage multiple resources in a dynamic environment
Excellent customer facing skills
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