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Director, Customer Support


This is a Full-time position in Edmonton, on posted October 9, 2021.

The Director will manage two segments in Customer Support – Technical Account Managers and Customer Support Specialist who are dedicated with providing the best customer experience through a subscribed support offering.

The Director is responsible for leading the team with an advanced service delivery model by identifying the customer’s critical business needs pre and post go live, and communicate cross-functionally to influence the product roadmap through voice of the customer.

The Director is experienced with overseeing a technical support team and possess practical management know-how, and will be responsible for developing customer programs, improve processes and provide customers with leading practices through omni-support channels.

Key Responsibilities:
– Continuously innovate the Technical Account Management (TAM) service with the mindset of delivering proactive activities
– Continuously identify service delivery options to enhance PointClickCare’s customer support offerings
– Build and maintain a strong relationship with internal departments – Sales, Customer Success, Product and Engineering, Professional Services
– Manage the day to day operations of the Technical Account Managers and Support teams
– Drive customer loyalty and user adoption of PointClickCare products and services, and measuring the success rate
– Assess and determine the technology stack to drive value for the TAM and Support team, and the TAM’s customer portfolio
– Develop and track Customer Support KPIs
– Lead and build high performing teams through recruitment, enablement and maintain collaboration with remote resources
– Establish operational infrastructure to lead initiatives with a main focus on the customer
– Recognize and implement efficiency with an organizational and customer mindset
– Participate and cushion customer escalations and communicate outcomes with internal and external stakeholders Required Experience:
– A customer-centric perspective with excellent listening and problem-solving skills
– Analytical, detail-oriented with strong project management skills
– Effective time management skills and ability to overcome obstacles to meet deadlines
– Excellent presentation skills and strong written communication skills
– Solution oriented with a strong track record of innovation and business acumen; knows how businesses work and is knowledgeable in current trends
– Bachelor’s degree in Business or a related discipline, or a combination of education and related experience.

– Leadership experience in Client Services and/or Customer Support
– Proven effectiveness working in a collaborative environment
– Ability to work in high-pace SaaS organization