Director of Customer Support

Systems & Software needs a powerful Director of Customer Support to help our clients resolve product issues and innovate their operations 

Systems & Software, a subsidiary of Harris Computer Systems, has been a top-rated Customer Information System (CIS) provider to municipal and investor-owned (IOU) electric, water, and gas utilities.  S&S delivers sophisticated software products and services to complex utilities that prize customer engagement.  Our vibrant remote culture gives team members a sense of belonging that transcends physical boundaries with our structured onboarding, peer SME groups, and a continuous learning focus.

  

As the Director of Customer Support, you will be responsible for managing a team of support personnel and Customer Success Managers.  Your team will address all customer issues and will influence the ongoing success, adoption and benefit realization of S&S product solutions across all existing accounts.

You will lead our front-line support issue identification and resolution efforts.  You will plan and execute staffing and financial forecasts.  You will collaborate across all S&S departments to understand and address customer issues.

You should be comfortable consulting and influencing utility executives and managers, while maintaining a strong understanding of the customers’ strategic business goals.

What your impact will be:



* Oversee the successful resolution of customer-generated issues, from the moment a ticket is opened to when it’s closed


* Coach and lead a strong support team to provide customers with satisfying service, including timely issue resolution, effective release deployment, and tailored operational reporting


* Possess and share a comprehensive understanding of the enQuesta solution suite to help customers optimize their use of enQuesta solutions


* Maintain strong customer retention rates and net promoter scores aligned with corporate goals


* Create meaningful customer content for training, webinars, and customer events


* Identify product improvement opportunities and work with the S&S Product Management team to develop new features and functionality within the solution to support customer objectives.

What we are looking for:



* Curious, tenacious problem-solver with relentless customer focus and service orientation


* A manager who thrives on leading successful teams


* Excellent communication skills


* Analytic prowess, both with managing department financials and understanding customer and software trends


* Exceptional problem-solving skills, paired with an energetic personality oriented toward growth and continuous improvement


* Bachelor's degree or equivalent in Computer Science, Business or an associated discipline or equivalent experience


* 5+ years of managerial success in a demanding support environment

What will make you stand out:


* Deep utility knowledge and a thirst for issue resolution


* Demonst...