Director of Customer Support and Success - Leading High-Performing Teams in IT Support and Intellectual Property Management Solutions at blithequark

Introduction to blithequark At blithequark, we pride ourselves on being a pioneering force in the tech industry, with a strong foundation in intellectual property services and a relentless pursuit of innovation. Since our inception in 2004, we have been driven by a passion for efficiency, cost-effectiveness, and continuous improvement. Our journey has been marked by the development of cutting-edge internal applications that have not only enhanced our quality and efficiency but have also been productized and offered to our clients. Today, we serve over 600 clients across the full IP life cycle, boasting an impressive array of industry-leading products and services. Our team of over 725 employees is comprised of the most IP and tech-savvy individuals in the industry, all working together towards a common goal of achieving customer success and employee success. About the Role We are seeking an exceptional Director of Customer Support and Success to lead our dedicated customer support team. This individual will play a pivotal role in ensuring high levels of customer experience and satisfaction, as well as the seamless operation of post-production implementations and support. The role involves managing and leading issue resolution, system performance, customer escalations, and customer satisfaction metrics. Additionally, this position is responsible for developing and implementing proactive customer engagement models to establish and maintain strong, long-term relationships with key customers. Key Responsibilities Leadership and Management: Lead and mentor a team of customer support professionals, establishing and maintaining customer support processes and best practices. Ensure the team meets and exceeds performance metrics and service level agreements (SLAs), and work closely with leadership teams to drive strategic customer support needs aligned with overall business objectives. Customer Support: Oversee and manage the resolution of customer issues and requests in a timely and effective manner. Serve as the escalation point for complex and critical customer issues, maintaining strong internal team relationships. Ensure high levels of customer satisfaction through prompt and professional handling of support requests, and implement Root Cause Analysis (RCA) and corrective actions to prevent recurring issues. Customer Engagement: Conduct regular meetings with customers to monitor system performance and gather feedback. Manage Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), reporting findings to management. Proactively identify potential issues and areas for improvement, and develop and maintain strong relationships with key customer stakeholders. Operational Excellence: Implement and monitor key performance indicators (KPIs) to assess team performance. Continuously improve support processes to enhance efficiency and effectiveness, collaborating with Product Development, Sales, and Implementation teams to ensure a seamless customer experience. Effectively manage the transition of post-production support from implementation teams or other stakeholders, and implement and maintain support tools, development tools, and IP systems. Strategic Planning: Develop and execute a strategic plan for the support team, aligning with company goals. Stay updated on industry trends and best practices to enhance the support function continually, providing insights and recommendations to senior management based on customer feedback and support trends. Requirements and Qualifications To be successful in this role, you will need: Educational Background: A Bachelor's degree in Computer Science, Information Technology, or a related field; an advanced degree is preferred. Experience: A minimum of 10 years of experience in customer support or a related field within technology firms, with at least 5 years in a leadership role. Proven experience in supporting software products and technology-centric services, with experience with Salesforce-based applications and services being a plus. Skills and Competencies: Excellent leadership, communication, and interpersonal skills. Ability to manage multiple priorities and work effectively in a fast-paced environment. Strong problem-solving and analytical skills, with a customer-focused mindset and a commitment to delivering exceptional service. Industry Knowledge: A strong understanding of intellectual property management solutions is preferred, with a keen interest in staying updated on industry trends and best practices. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Director of Customer Support and Success, you will have access to a range of career growth opportunities, including: Professional Development: Ongoing training and development programs to enhance your skills and knowledge in customer support and success. Mentorship: Opportunities to mentor and be mentored by experienced professionals in the industry. Cross-Functional Collaboration: Collaboration with various teams, including Product Development, Sales, and Implementation, to gain a deeper understanding of the business and develop a more holistic approach to customer support. Industry Events and Conferences: Opportunities to attend industry events and conferences to stay updated on the latest trends and best practices in customer support and success. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and inclusive work environment. As a remote-first company, we offer the flexibility to work from anywhere, providing you with the autonomy to create a work schedule that suits your needs. Our company culture is built on the values of innovation, teamwork, and customer-centricity, with a strong focus on employee success and well-being. Compensation, Perks, and Benefits We offer a competitive salary and a range of perks and benefits, including: Remote Work: Option for fully remote work, offering flexibility to support a healthy work-life balance. Health Coverage: Medical, dental, and vision insurance to support your well-being. Retirement Savings: 401(k) plan to help you plan for the future. Unlimited / Responsible Time Off: Flexible time-off policy to ensure you have the time you need to recharge and pursue your interests. Conclusion If you are a motivated and experienced customer support professional looking to lead a high-performing team and drive customer success, we encourage you to apply for this exciting opportunity at blithequark. With our commitment to innovation, teamwork, and customer-centricity, we offer a dynamic and inclusive work environment that will challenge and reward you. Join our team and be a part of our journey to deliver exceptional customer experiences and drive business success.