Global Support Services Director

About Flintfox: Flintfox helps you find magic in the margins, giving you enterprise pricing powers so you can analyze, act and automate at speed. We make your pricing, promotion, rebate and revenue management work for you. Unravelling real-time transactional data can seem an impossible task with today's tech stack. Our intelligent pricing platform untangles this complexity, uncovering actionable intel and unlocking incremental value - providing you with fast and accurate pricing to improve margin and profit on every product. It gives you the competitive edge you need to drive your profits and thrive on a global stage. Trusted by 225,000 users worldwide, we power more than 12 million transactions every day. As a Gold Certified Microsoft Partner, we natively integrate with Dynamics 365, or can plug into any ERP. Our Vision: Digital Transformation and Intelligent Pricing Simplified Our Values: Customer: We listen and put the customer first Impact: We deliver results for our customers, partners, and us Innovate: We invent to reduce complexity Collaborate: We are better together Inclusive: We treat each other as we like to be treated Job Summary We are seeking a highly skilled and experienced Global Support Services Director to join our team. The successful candidate will be responsible for transforming our current support services into a cohesive, global support organization. This role demands a process-driven individual who values service delivery management, issue and incident management, and is adept at using KPIs and metrics to drive performance and improvement. The role is global, and will require some flexibility around time zones. The Support Services Director will report directly to the Chief Service Delivery Officer and be a key member of the Services leadership team, working alongside the regional Professional Services Directors. Key Responsibilities Global Support Organization Development: Develop and implement a global support strategy that unifies current regional support services. Establish standard operating procedures (SOPs) for support services across all regions. Create a structured framework for support processes that ensures consistency and quality. Service Delivery Management: Oversee the delivery of support services to ensure high levels of customer satisfaction. Implement and manage a robust issue and incident management system. Drive continuous improvement in support service delivery through regular review and refinement of processes. KPI and Metric Driven Management: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of support services. Use data and metrics to identify areas for improvement and implement necessary changes. Provide regular reports on support performance to senior management. Collaboration and Integration: Work closely with Professional Services and R&D teams to ensure seamless handover and knowledge transfer. Promote the standardization of documentation and support practices across all teams. Foster a collaborative environment to enhance overall service delivery and customer experience. Leadership and Team Management: Lead and mentor the support team, providing guidance and support to ensure high performance. Manage the recruitment, development, and retention of support staff. Foster a customer-centric culture within the support organization. Regional and Cultural Engagement: Develop and maintain strong relationships with regional support teams and customers. Understand and navigate the cultural differences in each region to ensure effective communication and support delivery. Tailor support strategies to meet the unique needs of customers and teams in different regions. Development of Managed Support Offerings: Contribute to the further development of managed support offerings. Participate in the commercial aspects of pricing and costing of support services. Collaborate with sales and finance teams to develop competitive and profitable support packages. Communication and Stakeholder Management: Demonstrate strong communication skills, with the ability to convey information clearly and concisely. Effectively communicate with stakeholders at all levels, especially in challenging situations. Stakeholders will include both internal and external parties, including (but not limited to) customers, partners, 3rd parties and internal leadership, support, services, sales and R&D teams. The role is expected to engage in regular communication with supported customers, focused on metrics & reporting, service management and priority incident handling. The Global Services Director will be expected to be a member of the incident escalation chain. Build and maintain relationships with key stakeholders to ensure alignment and support for support service initiatives. Qualifications and Experience Minimum of 8-10 years of experience in B2B SAAS or software support services or a similar role, with at least 5 years in a leadership position. Proven track record of developing and managing a global support organization. Strong understanding of service delivery management and issue/incident management frameworks. Experience in working with KPIs and metrics to drive performance. Demonstrated ability to engage with and manage teams and customers across different regional cultures. Excellent leadership, communication, and interpersonal skills. Ability to work effectively with cross-functional teams. Ability to work flexibly with teams across multiple time zones Experience with ERP-integrated vendor software an advantage Desired Skills Strong analytical and problem-solving abilities. Proficient in using support service software and tools. Ability to manage multiple priorities in a fast-paced environment. Customer-focused with a commitment to delivering high-quality support. Benefits: Medical, Vision and Dental Plans Life and Disability Insurance FSA - Flexible Spending Account Paid vacation and standard holidays Training Certification Reimbursement Bonus Plan Work from home Flintfox is an equal opportunity employer committed to diversity in the workplace. Offers may be subject to satisfactory security clearance. For more information about what it's like to work at Flintfox check out our website Please note you must be legally entitled to work in the USA to be considered for the role. **Recruitment Agencies - thank you for thinking of us; however, we do endeavor to fill our opportunities through direct channels wherever possible**

Created: 2024-11-05