Director of Customer Support in Reno, NV

$200K - $250K(Ladders Estimates)

Coupa Software   •  

Reno, NV 89501

Industry: Enterprise Technology

  •  

8 - 10 years

Posted 37 days ago

Responsibilities for this role include managing a team, acting as a liaison between development and other teams, and interfacing directly with Coupa customers to clearly understand, clarify and resolve issues they are reporting. The successful candidate will have a strong technical aptitude, excellent people skills, enjoy researching issues and taking initiative, be a team player, and love working with customers.


Responsibilities:

  • Manage and prioritize day-to-day support workload
  • Foster cross-departmental communication and relationships
  • Set team goals and manage success metrics
  • Providing technical support during implementation and post go live
  • Provides regular updates to customer as needed until issue is resolved
  • Escalates as needed to Development for further troubleshooting or issue resolution
  • Work with engineering design managers, marketing managers and technical support employees to address product issues
  • Interface with management at all levels in order to understand & address any support issues
  • Manages customer escalations, reviewing issues and trends with partners and customers, enabling them to optimize their solution
  • Performs other duties as assigned

Requirements:

  • BS/BA degree
  • 8+ years of professional experience in the consulting, customer support or applications implementation area of high tech or s/w industry
  • Experience with enterprise s/w, consumer s/w or database s/w is required
  • Must be a leader and have proven conflict management skills
  • Excellent written and verbal communication skills
  • Experience in customer-facing roles
  • Must be a leader and motivator with a clear understanding of the market requirements, customer base and challenges facing a fast growing company
  • Excellent presentation and negotiation skills
  • Experience working with diverse, multi-cultural teams
  • A team player with a collaborative management and coaching style
  • Ability to devise and implement business plans
  • Experience providing and driving strategic direction and guidance to Technical Support teams and direct reports
  • Possesses a continuous improvement mindset of ownership, honesty, accountability, empowerment and trust
  • Experience in SaaS (Software-as-a-Service) and procurement is a plus


Valid Through: 2019-11-4