Director – Product / Customer Support

Where global energy, water, and gas leaders meet the next era of People + Vertical Ai

Where global energy, water, and gas leaders meet the next era of People + Vertical Ai

Where global energy, water, and gas leaders meet the next era of People + Vertical Ai

Product/Customer Support, Care and Experience team continues to grow and evolve. The Customer Support team is strategically located across globe and provides 24/7 support.

The Director, Product / Customer Support will partner with Product Engineering leaders to provide a best-in-class support experience. This is a leadership position and the incumbent should bring a wealth of Customer Service and Support experience leveraging omni-channel to the role. This individual will be responsible for defining and continuously improving the Customer Care best practices and capabilities to serve a global customer base.

This leader will motivate, maintain and develop their team -- is comfortable wearing many hats and working in a fast-paced, ambiguous, highly collaborative and customer-obsessed environment; thrives in and drives a culture of accountability; and can synthesize details yet still see the big picture. This role reports to VP, Customer Success & Support. This is a high visibility role that will partner with clients, leaders and employees across functions and at all levels within SEW, and ideal candidate will need to build strong relationships across stakeholder teams and within SEW.

Qualifications

Bachelor’s or master’s degree Required

*Smart Energy Water is proud to be an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees

Business Skills Required

• 10+ years’ experience leading global customer support in a rapidly growing B2B SaaS organization that sells to large or mid /size enterprises
• Experience scaling Support teams globally, including working with BPO partners
• Experience creating and managing Support offerings, including features like 24/7 Support
• Experience with best-in-class Support technologies, preferably including Salesforce Service Cloud
• Experience building robust and highly adopted customer support communities
• Experience integrating acquisitions into Global Support framework
• Deep understanding of SaaS business practices
• Scrappiness: you don’t always have all the answers, but you know where to find them
• Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while delivering an optimal self-service experience
• Ability to understand data and leverage analytics to make good decisions.
• Proven people leader, with the ability to inspire, lead, and mentor a high performing organization.