Support Director

Jive Software

(Portland, Oregon)
Full Time Travel Required
Job Posting Details
About Jive Software
Jive Software is the leading provider of modern communication and collaboration solutions for business. Our products empower people and organizations to work better together, using technology that adapts to their way – not the other way. The world's best companies depend on Jive to unleash the ideas and impact of their employees, partners and customers.
Summary
Jive is looking for a Director of Support who is a proven people and customer focused leader that will drive overall customer success in support. In this role you will lead a team of high-performing support professionals. Additionally, this individual will be responsible for playing a critical role in guiding the direction of the deptarment as it continues to evolve. Jive is looking for an experienced, enthusiastic and hands-on support leader who can rapidly learn the Jive product, internal processes, and technical best practices to effectively lead and mentor the team.
Responsibilities
* Provide technical leadership, coaching, career development, and mentoring to team managers and other team members as appropriate * Create and foster an environment conducive to customer success, collaboration, accountability, continual improvement, and high quality * Contribute to strategy development, forecasting, and planning for the department * Drive new premium support business and maximize premium support and product renewals within the U.S * Interact with all levels of management and roles within Jive * Continually seeks opportunities to increase customer satisfaction and deepen customer relationships * Confidently leads resolution of complex and difficult customer escalations in close collaboration with cross-functional teams * Ability to travel as required and work flexible and varied schedule as needed.
Ideal Candidate
**Basic Qualifications:** * Minimum 10 years of customer support, consulting or account management experience, including at least 5 years of people management * Proven Problem Solver/Critical Thinker * Experience in dealing with enterprise accounts * 2+ years of SaaS support experience is strongly preferred * Deep knowledge of web technologies * Demonstrated ability to work and interact with high-level customer management * Comfortable and willing to be a hands-on leader * Ability to successfully self-manage multiple projects and tasks simultaneously * High personal productivity with demonstrated follow-up ability * Ability to manage issues and escalations with confidence * Proactively identifies issues with ease that can be resolved before the issues grows into an escalation * Understands how to communicate difficult/sensitive information tactfully * Effectively communicate technical information to non-technical audiences * Demonstrates leadership and facilitates effective team interaction * Manages customer expectations effectively * Ability to work well in a fast paced cross-functional team environment * A Bachelor's degree in Computer Science, Information Technology or related discipline required **Cultural Attributes:** * Communicator: You possess strong communication skills and enjoy working with customers. * Team-Oriented: You are capable of embracing the ideas of others (even if they conflict with your own) for the sake of the company and client. * Driven: You are a driven team player, collaborator, and relationship builder whose infectious can-do attitude inspires others and encourages great performance in a fast-moving environment. * Entrepreneurial: You thrive in a fast-paced, changing environment and you’re excited by the chance to play a large role. * Passionate: You must be passionate about online collaboration and ensuring our clients are successful; we love seeing hunger and ambition. * Self-motivated: You can work with a minimum of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner.
Compensation and Working Conditions
Benefits Benefits included

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