At Salsify, our Customer Support Engineers are go-to experts for resolving our customers' most pressing and challenging needs. We're looking for a strategic, customer-centric leader to build out the entirety of our support function. This role reports directly to our VP of Customer Success and is a critical advisor and driver of our overall Customer Success strategy and goals. We are looking for a proven Customer Support Director who can not only implement processes and KPIs, but develop our support team as a key strategic advantage for our customers and for us as Salsify continues to grow. 

As our Director of Customer Support, you'll be responsible for defining, developing, and delivering support strategies that accomplish our core goals of creating rabid customer evangelists, providing key insights to influence our product roadmap, and partnering with our account teams to grow our customer base. You'll answer questions like:

 How do we balance investment in our support team with investment in our product to provide the best customer experience possible?

 How should our support team and support experience evolve to meet the needs of our increasingly global customer base?

 How can we establish our support experience as a competitive advantage for both new and existing customers?

Responsibilities:

• Mentor and manage our Customer Support Engineers
• Develop and execute a plan to responsibly grow our support team as our customer base scales
• Own recruiting and hiring strategy as the support team continues to scale
• Ensure customer support SLAs are met and that customers have a positive experience with each contact
• Define, measure, and improve on support team KPIs that link to team, Customer Success, and Salsify-wide goals
• Scope, develop and deliver premium support offerings for top-tier customers and scalable support options for lower tier and free/freemium customers
• Prioritize investments to optimize the quality and cost of our Customer Support experience
• Work with peers across our Product, Sales, Account Management, and Customer Success teams to leverage support as a strategic asset across the company
• Collaborate with finance and operations leaders to model, understand, and plan ongoing costs of support as Salsify grows

Requirements:

• You take pride in managing a team of individuals and providing the motivation, coaching, education, and development to grow their careers, and you also have previous experience managing managers
• You have experience in defining and implementing technical customer support strategies that focus on customer health and retention
• You've provided technical support leadership in a SaaS organization
• You have the technical capability to be an escalation point for customers and to help prioritize product fixes through knowledge of customer impact
• You are organized and detail-oriented; you confidently juggle many ongoing activities
• You've demonstrated the ability to listen to customer, partner and employee needs, assess root causes, and implement solutions that drive loyalty
• You are a high performing, self starter that drives for success and knows how to inspire your team toward