Director of Global Customer Support

Lithium delivers awesome digital customer experiences at scale for the world’s biggest brands including Airbnb, AT&T, Sephora and Spotify. Comprising Social Media Management and Communities, the Lithium engagement platform enables brands to manage multiple digital touchpoints, facilitate millions of conversations, and drive smarter decisions through data – connecting customers, content and conversations at the right digital moment.

This position requires extensive management experience in a rapidly growing and constantly evolving environment. The Director of Global Customer Support serves as the central point of accountability between our customers and Lithium’s lines of business. The Director of Customer Support is responsible for service excellence in all areas of support delivery to the customer. This position has overall profit and loss (P&L) and customer accountability for the global support operations, as well as serves as the primary communications channel to Lithium executive management on critical issues, trends and business needs.

* Meet or exceed external customers' expectations of exceptional customer service as measured by key metrics including new sales and retention of premium support services, customer satisfaction, and NPS * Develop and implement customer-oriented organizational and operational strategies that include attention to the customer experience and customer requirements * Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement * Development and training of staff with focus on customer satisfaction, service retention and growth * Addresses internal/external issues ranging from support escalations to customer service. Works with the customer to timely identify and resolve issues where service delivery has fallen below acceptable levels * Meet or exceed the company's sales and revenue objectives while managing to expense and spending budgets * Prepare and manage annual budgets, manpower models and programs to drive efficiencies and productivity * Manage to company vision and values.

* 5+ years managing customer care, technical support and escalation management for Global organizations * Minimum of 5+ years in leadership position with a significant track record of success * Demonstrated ability to provide exceptional internal and external customer care * Proven ability to create and implement programs to drive revenues and contain expenses * Demonstrated ability to negotiate and manage significant contracts * Ability to lead change by effectively building commitment and winning support for initiatives * A trustworthy executive with a reputation for fairness, dependability and adherence to high ethical standards * High degree of intelligence with strong analytical and problem-solving skills * A high-energy, entrepreneurial self-starter, independent decision maker and risk-taker who sets steep personal and business goals and successfully develops and executes plans to achieve them * Demonstrates honesty and consistency in actions, decisions and words * Ability to manage change * Technical software background, ideally in SaaS and cloud environments * Working knowledge of customer relationship and support management applications and toolkits, such as Salesforce.com * BA/BS required * Excellent communication skills, both oral and written * Works with critical deadlines