Associate director SAAS product support

Job Description: As a Director of Product Support, your primary responsibility will be to develop and execute a comprehensive support strategy to enhance customer experience and align it with business objectives. You will lead and manage multiple support teams, ensuring high performance and continuous improvement. Collaboration with stakeholders for effective resolution and service delivery will be key, along with ensuring effective communication and issue resolution among internal and external stakeholders. Your role will also involve establishing and tracking key performance metrics to measure effectiveness and efficiency, identifying areas for service and productivity improvements. Additionally, you will need a strong understanding of software products, technologies, and customer requirements to provide product feedback to drive enhancements. Identifying opportunities to improve processes, knowledge base management, and self-service or diagnostic tools will be crucial. You will actively contribute to business review meetings and conduct team governance meetings, reviews, and reporting. Managing support budgets and allocating optimal resources to meet business objectives and customer demand will also be part of your responsibilities. Lastly, fostering a culture of customer-centric mindset and continuous improvement with a focus on delivering high-quality support experiences will be essential. Key Responsibilities: - Develop and execute a comprehensive support strategy - Lead and manage multiple support teams - Collaborate with stakeholders for effective resolution and service delivery - Establish and track key performance metrics - Provide product feedback to drive enhancements - Identify opportunities to improve processes and tools - Contribute to business review meetings and team governance Qualifications Required: - Bachelors or Masters degree in business, engineering, or a related field - 13+ years of experience in Product Support (L1 & L2) with 3+ years in leadership roles - Proven track record of managing multiple customers, products, and teams simultaneously - Strong problem-solving, analytical, and decision-making skills with a customer-first approach - Ability to work in a fast-paced environment with complex support operations - Strong communication and stakeholder management skills - Passionate about delivering exceptional customer experiences with a deep understanding of customer needs and expectations.,