Director, Customer Support Job at Tekmetric (Houston)

Senior Director, Customer Support

As the Senior Director of Customer Support, you will play a critical role leadin...

Location

United States , Austin

Salary:

Not provided

EdTech Jobs

Expiration Date

Until further notice

Requirements

Bachelor's degree in Business Administration, IT, Computer Science or related field
15+ years of Support including 10+ years of Leadership in high-growth, fast pace SaaS Companies
Strong leadership and management skills
Excellent communication and interpersonal skills
Analytical mindset
Demonstrated strategic thinking and problem-solving abilities
Experience with customer support technologies and tools (e.g., Chat, zoom, salesforce, AI, ticketing platforms) preferred
Willingness to travel occasionally
Flexibility to work non-standard hours as needed to support global and nationwide customers and team members in different time zones

Job Responsibility

Develop and execute the overall customer support strategy
Drive initiatives to enhance customer satisfaction, retention, and loyalty
Collaborate with cross-functional teams to integrate customer feedback into product development
Lead, mentor, and inspire a team of customer support managers and representatives
Set clear objectives, provide regular feedback, and facilitate professional growth
Foster a culture of accountability, collaboration, and continuous improvement
Build Offshore & Seasonal Contractor Bench
Develop and optimize support processes and workflows
Beat key performance indicators (KPIs) and metrics
Analyze data and trends to identify areas for improvement

Fulltime

Customer Support Director

The role of the Airline CSD is to collate and internally drive Airbus' Airline s...

Location

Singapore

Salary:

Not provided

Airbus

Expiration Date

Until further notice

Requirements

Hold professional qualifications in aerospace engineering or a related discipline
Have at least eight-years’ experience in the aviation industry
Possess knowledge and awareness of contracting principles
Have a strong level of aviation safety awareness
Have demonstrated high-level written and oral communication skills in English
Possess strong interpersonal/negotiation skills in a multi-cultural environment
Be able to develop a business strategy supported by a robust business plan or other strategic imperatives
Have demonstrated ability to work in multi-functional teams
Have demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority
Be able to work autonomously and take initiative

Job Responsibility

Develop an Individual Customised Airbus' Airline "In-Service" Annual Strategy (through the S-Customer Core Team) aligned with Aircraft Sales Strategy (Customer Affairs)
Manage the relationship with several customers with different sizes, cultures, structures, at various levels in the Customer organization, whilst working closely with Customer Affairs
Provide timely support to Customer operational and commercial requests in a complex environment with many internal interfaces and without hierarchical authority
Prepare Entry into Service of new Aircraft by assembling and managing a team to secure operator readiness for on-time entry into service of such aircraft
Identifying opportunities and promote new business for all Customer Services products and services
Establish and Manage Customer debt recovery plan when necessary
Monitor, control and implement all Customer Services Sales Agreements and Purchase Agreements (including repair agreement and retrofit agreement)
In conjunction with the Services Sales Director for Chargeable Services (Customer Service Agreements), coordination of sold services follow-up via Upgrade Programme Managers, FHS Customer Programme Directors, Training Key Account Managers, NavBlue Product Managers, Digital Product Managers and Satair Account Directors etc
In conjunction with the Sales Support Director for Aircraft Support Package (Aircraft Purchase Agreements), identification and guidance on customer needs
In conjunction with the Field Service Manager, provide first line issue resolution and de-escalation

What we offer

Airbus is committed to achieving workforce diversity and creating an inclusive working environment
We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief
Airbus is, and always has been, committed to equal opportunities for all
At Airbus, we support you to work, connect and collaborate more easily and flexibly
Wherever possible, we foster flexible working arrangements to stimulate innovative thinking

Fulltime

Director of Customer Support

Coach, captain, and strategist — we need a leader for our Customer Support team,...

Location

Sweden , Stockholm

Salary:

Not provided

Quinyx

Expiration Date

Until further notice

Requirements

Extensive experience in customer support, including several years in leadership roles, with a proven track record of leading successful teams and operations
A playbook for building an efficient support function for a technical and complex SaaS solution (experience outside of SaaS or tech won’t be considered)
Strong command of modern support tools, automation, knowledge bases, and analytics platforms
Exceptional people leadership and coaching skills, with success in developing high-performing, engaged teams
An analytical mindset and ability to use data and metrics to drive strategy, optimise performance, and improve customer outcomes
Excellent communication and stakeholder management skills, with experience collaborating across Product, Engineering, and Customer Success
A clear bias for action and a strong ability to go from plan to action
Skilled in growing and managing global teams, ensuring consistent quality and strong engagement

Job Responsibility

Define and execute the global support strategy aligned with company growth and customer success goals
Evolve the support organisation into a proactive, customer-centric, data-driven team
Anticipate future customer needs and ensure the support function is evolving to meet the demands of a dynamic SaaS environment
Align support strategy with broader company initiatives across product adoption, customer retention, and expansion
Lead, inspire, and grow a high-performing, geographically distributed support team
Design and implement training, development, and career path programs to attract and retain top talent
Build a culture of accountability, continuous improvement, and collaboration
Foster diversity, equity, and inclusion in hiring, coaching, and team-building practices
Implement scalable processes and workflows to support a growing and diverse customer base
Develop and track KPIs and SLAs to measure support effectiveness, customer satisfaction, and operational efficiency

What we offer

Flexible work hours and a hybrid setup with at least 2 days from the office
Enhanced vacation allowance
Gym membership contribution
Health insurance
Pension plan
On-market pay

Fulltime

Director Distribution Operations and Customer Support

The Director of Distribution Operations and Customer Service is a strategic lead...

Location

Germany , Viernheim

Salary:

Not provided

Antech Diagnostics

Expiration Date

Until further notice

Requirements

Minimum Bachelors degree in Supply Chain Management, Operations, Business Administration or related field (MBA preferred)
10+year of experience in distribution, logistics and customer support, with 5 years in a leadership role
Experience in the medical device, diagnostics or life sciences industry
Strong knowledge of regulatory requirements
Proven track record of building scalable distribution networks and high performing customer service teams
Strong team leadership skills, with experience of managing multi-site or remote teams and leading in matrix
Strong data analysis and intepretation skills for operational metrics, customer support trends and inventory performance
Proficient in Excel, reporting tools, Power BI and digital collaboration platforms
Experience in designing and implementing SOPs, KPIs and scalable workflows
Fluency in German and English

Job Responsibility

Oversee end-to-end distribution operations, including warehousing, shipping, receiving, inventory control and order fulfillment in DACH countries, Belgium and France
Ensures compliance to GDP, FDA, ISO and other applicable standards
Develop and implement scalable logistics strategies to support growth, minimize costs and reduce lead times. Responsible for cost of logistic operations, including budgeting, cost control and reporting
Manage relationships with external partners, i.e. freight carriers, warehouse providers to optimize performance and service levels
Implement KPIs and metrics to monitor delivery performance, order accuracy and inventory integrity
Ensure recruitment, training and associate safety of warehouse staff
Lead the1st level and 2nd level customer support organization responsible for order processing, customer issue resolution, invoicing, product returns, repair and technical service
Establish KPIs and monitor service level and customer satisfaction
Enable design and execution of customer escalation protocols and feedback loops to drive service improvement
Ensure staffing, recruitment, training and engagement of customer service team, technician team

Fulltime

New

Director, Customer Success

Are you a seasoned customer success leader with a passion for building relations...

Location

United States , Boston

Salary:

112000.00 - 204000.00 USD / Year

SOPHiA GENETICS

Expiration Date

Until further notice

Requirements

Advanced degree in Life Sciences, Business, or a related field (PhD and/or MBA are a plus)
8+ years of professional experience in strategic management and consulting
life sciences, diagnostics, or medtech highly desirable
2+ years of people management experience
Complete fluency in the local language with excellent written and oral English
additional languages are a plus
Proven ability to solve complex problems and create engaging presentations that drive change
Self-motivated, positive, and passionate with a strong work ethic
Team-oriented with a multicultural, open mindset
Strong coordination and communication skills, both written and oral

Job Responsibility

Define and optimize the path for customer success
Define and deploy the vision of a "red carpet" customer experience aligned with global strategy
Develop and execute success plans that outline how SOPHiA GENETICS addresses customer needs and measure performance against KPIs
Supervise the region and build engagement strategies with customers and channel partners using a consultative approach
Ensure the team acts transparently, providing value and creating a virtuous circle that guarantees mutual success
Analyze regional sales data and present commercial strategy to senior leadership
Coach the team to develop customer loyalty and minimize churn through active listening
Support the team in mediating between customer requests and the company's vision
Drive product adoption, deliver a positive customer experience, and fuel growth through gross renewals and net retention
Reach or exceed regional revenue targets

What we offer

Outstanding Medical, Dental & Vision with 90% Employer Contribution
Company matched 401K at 4%
Company-paid short & long-term disability insurance
FSA commuter benefits
20 Days PTO, increasing to 25 with tenure
5 Days Sick and 14 Public Holidays
Free EAP

Fulltime

Senior Director, Customer Success

Rapid7 is seeking a Senior Director of Customer Success to lead the care, retent...

Location

United States

Salary:

189600.00 - 256500.00 USD / Year

Rapid7

Expiration Date

Until further notice

Requirements

A minimum of 10-15 years of experience in B2B client-facing roles with at least 5+ years specifically leading and developing managers or senior-level CSMs
A proven track record of owning and driving retention, expansion, and adoption metrics within large Customer Success organizations
Strong experience handling complex commercial negotiations and high-level customer escalations
Demonstrated ability to design scalable lifecycle frameworks and leverage CRM/CSM platforms to inform strategy
Excellent cross-functional collaboration skills with the ability to influence internal partners and advocate for customer needs
Ability to travel up to 20% of the time for customer meetings or remote office visits

Job Responsibility

Drive key performance indicators including risk identification, activity management, product adoption, and gross/net revenue retention
Recruit, coach, and motivate a high-performing team, building a customer-focused culture rooted in accountability and measurable impact
Implement scalable processes, dashboards, and reporting cadences to support data-driven decision-making and sustainable growth
Partner with Sales, Product, and Support to influence process improvements and collaborate on expansion strategies based on customer insights
Provide hands-on leadership in complex account scenarios, modeling executive presence during high-level negotiations alongside direct reports
Develop repeatable, consultative methodologies that enable CSMs to deeply understand and deliver on customer objectives

Fulltime

Director Customer Operations

We are seeking a Director of Customer Operations to lead end‑to‑end operational ...

Location

Canada , Toronto

Salary:

144000.00 - 189000.00 CAD / Year

Ericsson

Expiration Date

Until further notice

Requirements

Director-level experience leading customer operations, service delivery, or large-scale programs within software, core and cloud services
Proven track record of managing complex customer environments, financial performance, and cross-functional stakeholders
Strong experience with operational governance, KPI-driven execution, and performance management
Financial acumen with experience managing delivery cost, margin, and forecasting
Experience operating in matrixed, global organizations
Executive-level communication and stakeholder management skills

Job Responsibility

Own end-to-end customer delivery performance across CSS engagements, ensuring delivery commitments, SLAs, and contractual outcomes are met
Drive operational rigor across delivery governance, escalation management, risk mitigation, and customer satisfaction
Act as the senior operational interface for key customer engagements, working in close partnership with account leadership
Lead customer steering meetings for reporting progress on critical programs and tracking key issues, escalations etc
Establish and lead operating rhythms, governance forums, and performance reviews across CSS delivery units
Monitor operational and financial KPIs including delivery health, margin, forecast accuracy, cost control, and customer experience metrics
Identify performance trends and drive corrective actions across portfolios and delivery teams
Partner with Finance and Business Operations to ensure strong cost and margin control, resource planning, and forecasting accuracy
Drive optimal utilization of delivery resources while balancing quality, speed, and financial outcomes
Support annual business planning, quarterly forecasting, and monthly operational reviews

What we offer

Choice of 3 medical and dental plan options with core level coverage paid fully by Ericsson
Automatic 2% company contribution into Pension Plan
50% match of employee's contribution into Registered Retirement Savings Plan up to 8% of employee's contribution (maximum of 4% match), leading to total company contribution potential of 6%
Basic life insurance and basic accidental death and dismemberment coverage at two-times annual base pay at no cost
Short-term disability coverage
Option to participate in Ericsson's Stock Purchase Plan
Minimum of 18 days accrued vacation, plus at least 3 personal days, minimum 10 holidays, 1 volunteer day, and sick days
Up to 10 weeks paid maternity leave and 6 weeks of parental or adoption leave at 100% pay
Financial wellness programs
Educational assistance

Fulltime

Director, Customer Success

As the Director, Customer Success (Regional Leader), you will hold the keys to t...

Location

India , Chennai

Salary:

Not provided

Appian Corporation

Expiration Date

Until further notice

Requirements

Bachelor’s degree or equivalent practical experience
10+ years of professional experience with a proven track record of leading operations, resource management, or regional hub delivery within a global enterprise software company or top-tier consulting firm
Direct experience working within a US-headquartered organization, with a demonstrated ability to successfully navigate the pace, operating frameworks, and communication style of a US-based matrixed business
Deep expertise in managing resource management metrics, including billable utilization, capacity planning, and operational forecasting
Demonstrated experience in people management, including performance development, compensation planning, and scaling large teams
Strong financial acumen with experience managing regional budgets and internal charge-back models
Ability to work on-site 5 days a week at our Chennai office

Job Responsibility

Build and Scale the Team: Define hiring profiles in collaboration with Capability Leaders and Talent Management, support interviewing, and manage headcount growth to keep supply aligned with the SSC's expanding service portfolio
Set and Uphold the Standard: Establish a culture of excellence and intensity across the Chennai team
Own the Supply Side of the Business: Maintain complete visibility into available capacity across all resource pools and make final consultant assignment decisions
Drive Utilization Performance: Monitor and manage billable utilization across the Chennai team as an active, ongoing discipline
Govern Regional Finances: Collaborate closely with operations to manage cost tracking, theater charge-backs for unbillable work, and financial discipline across the SSC
Create and Run Operational Governance: Lead the BAU steering cadence, manage the staffing conflict resolution process, and enforce the lead-time and forecasting expectations that theater leaders must meet
Lead People and Organizational Health: Own the full people management lifecycle for the Chennai team, including performance reviews, career development conversations, compensation inputs, and HR matters

What we offer

Training and Development
Growth Opportunities
Community
health coverage
Employee Assistance Program (EAP) with free mental health support
life and disability insurance
Employee Stock Purchase Program (ESPP)
retirement/pension plan
wellness dollars
tuition reimbursement

Fulltime

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Director, Customer Support

Job Description

Job Responsibility

Requirements

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