Director of Enterprise Support

Job Summary

Leading a team of Technical Account Managers, the full-time remote Director of Enterprise Support will manage enterprise customer outcomes, develop operational frameworks for scaling support, and drive performance metrics to ensure exceptional service delivery.

Key responsibilities

• Manage, coach, and develop a team of 7-8 Technical Account Managers to foster a high-performance culture
• Partner with Sales, Customer Success, and Product teams to ensure strategic customers receive excellent support
• Establish KPIs and reporting frameworks to provide visibility into enterprise support performance and areas for improvement

Required qualifications

• Proven experience in scaling service delivery functions and building effective operating models
• Demonstrated leadership of technical teams, with a focus on development and retention
• Experience working with large enterprise customers and understanding their unique needs
• Strong ability to build processes that enhance efficiency without creating bureaucracy
• Data-driven mindset with experience in developing reporting frameworks for senior leadership