Systems & Software
Systems & Software needs a powerful Director of Customer Support to help our clients resolve product issues and innovate their operations
Systems & Software, a subsidiary of Harris Computer Systems, has been a top-rated Customer Information System (CIS) provider to municipal and investor-owned (IOU) electric, water, and gas utilities. S&S delivers sophisticated software products and services to complex utilities that prize customer engagement. Our vibrant remote culture gives team members a sense of belonging that transcends physical boundaries with our structured onboarding, peer SME groups, and a continuous learning focus.
As the Director of Customer Support, you will be responsible for managing a team of support personnel and Customer Success Managers. Your team will address all customer issues and will influence the ongoing success, adoption and benefit realization of S&S product solutions across all existing accounts.
You will lead our front-line support issue identification and resolution efforts. You will plan and execute staffing and financial forecasts. You will collaborate across all S&S departments to understand and address customer issues.
You should be comfortable consulting and influencing utility executives and managers, while maintaining a strong understanding of the customers’ strategic business goals.
What your impact will be:
- Oversee the successful resolution of customer-generated issues, from the moment a ticket is opened to when it’s closed
- Coach and lead a strong support team to provide customers with satisfying service, including timely issue resolution, effective release deployment, and tailored operational reporting
- Possess and share a comprehensive understanding of the enQuesta solution suite to help customers optimize their use of enQuesta solutions
- Maintain strong customer retention rates and net promoter scores aligned with corporate goals
- Create meaningful customer content for training, webinars, and customer events
- Identify product improvement opportunities and work with the S&S Product Management team to develop new features and functionality within the solution to support customer objectives.
What we are looking for:
- Curious, tenacious problem-solver with relentless customer focus and service orientation
- A manager who thrives on leading successful teams
- Excellent communication skills
- Analytic prowess, both with managing department financials and understanding customer and software trends
- Exceptional problem-solving skills, paired with an energetic personality oriented toward growth and continuous improvement
- Bachelor’s degree or equivalent in Computer Science, Business or an associated discipline or equivalent experience
- 5+ years of managerial success in a demanding support environment
What will make you stand out:
- Deep utility knowledge and a thirst for issue resolution
- Demonstrated success navigating sophisticated customer situations for a premium service provider
- You are an efficiency champion who excels at creating a culture of continuous process improvement
- Innovative tenacity solving complex issues without analysis paralysis
- Excellent interpersonal skills and ability to build trusted relationships with individuals at all organizational levels
- Ability to accomplish results working through others
- The combined outlook of a key individual contributor and collaborative team player