Director, Product Support

Vasion is looking for a Director, Product Support that exemplifies our core values and wants to be part of our growing team. We are committed to making digital transformation attainable to everyone by building an affordable, integrated SaaS solution that simplifies business processes. Vasion offers a flexible working environment for our 300+ employees across the world, including at our global headquarters in St. George, Utah, or in one of our other offices in the UK, Germany, and Lehi, Utah.

POSITION SUMMARY

The Director of Product/Customer Support directs all aspects of the organization’s product support team, policies, objectives, and initiatives.  Accountable for developing service-level standards focused on reducing response times and providing industry-leading customer satisfaction.  Implement systems to capture and report on service metrics, including any customer feedback or trends in product or service issues. Be a customer ambassador across all organizations within the company. Align customer support activities and initiatives to support and enhance the organization's objectives. Build a world-class global support team through continual training, motivating compensation plans, measured performance management, and obsession with customer satisfaction. 

RESPONSIBILITIES:

• Lead the global product support team to achieve industry-leading customer satisfaction
• Build and execute a continual training program that enables support engineers to elevate their ability to resolve customer issues quickly  
• Define, implement and evolve a motivating compensation plan for support engineers to ensure they have a clear career path
• Implement systems that enable and measure the support organization's performance
• Become a “customer expert,” understanding the needs and challenges of our customers
• Become an expert on Vasion products
• Represent, own, and drive customer needs across the product and engineering teams to improve the products and customer experience.
• Actively manage cross-functional processes for escalation and customer issue handling.
• Establish and maintain industry-leading SLAs
• Build and implement support programs for all customers; direct & channel, pre & post sales.
• Establish and improve NPS (Net Promoter Score), CSAT (Customer Satisfaction, and other customer metrics

Requirements

• Bachelor's degree in technology or related field (MBA Preferred)
• Extensive experience in leading and managing operational product support teams
• Strong strategic and customer focus with a clear understanding of the broader issues impacting all customers
• 5+ years of product support leadership experience with demonstrated success leading teams marketing B2B Enterprise SaaS software 
• Deep understanding of modern product support best practices and experience practicing multiple techniques
• Strong strategic thinking and decision-making abilities
• Demonstrated ability to motivate and communicate with others at all levels
• Influential relationships skills, able to use these relationships to deliver customer experience improvements
• Excellent verbal and written communication skills
• Experience working with a deep familiarity with a technical (IT) buyer
• Bias for action - you don’t wait for permission when you see a problem that needs to be solved

Benefits

• Flexible work environment
• Discretionary Vacation bonus
• Flexible paid time off
• Paid parental leave
• Competitive pay
• A full suite of traditional benefits
• Training/Advancement opportunities
• 401k with company-match
• Mental Health Wellness Support
• Financial wellness education
• Company-contributed HSA
• Headquarter perks include gym, pickleball, snacks & drinks, arcade, theater room, monthly All Hands lunch, etc.
• Lehi, Utah office perks include gym access, snacks & drinks, monthly All Hands lunch 

Our Core Values

Vasion looks for people who will exemplify its core values and are driven to become:

• Action Owners (Extreme Ownership by Jocko Willink and Leif Babin)
• Candor Seekers (Radical Candor by Kim Scott)
• Relationship Builders (Leadership and Self-deception by The Arbinger Institute)
• Storytellers (Building a StoryBrand: Clarify Your Message So Customers Will Listen by Donald Miller)

More About Vasion

Visit https://www.vasion.com and https://www.printerlogic.com 

Additional Information

Vasion is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation, and other legally protected characteristics.