Senior Director of Support

Job Summary

Leading a global team, the full-time Senior Director of Support for Strategic Accounts will be responsible for enhancing the support delivery experience for high-value enterprise customers, driving proactive engagement, and optimizing retention through strategic partnerships and innovative support models in a remote work environment.

Key responsibilities

• Lead the global tier 3 technical support team to resolve complex support cases for major accounts
• Translate enterprise business objectives into actionable support roadmaps to enhance customer loyalty
• Build strategic partnerships with executive leaders across various departments to align support services with corporate growth targets

Required qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field
• 15+ years of experience in technical support, customer success, or professional services
• 8+ years of leadership experience managing global operations or teams
• Experience supporting enterprise software deployments within Fortune 500 companies
• Proven ability to navigate operational ambiguity and lead organizational change initiatives