Client Technical Support Director

Job Title: Client Technical Support Director

Location: Remote - USA

 

Job Description:

Sapiens is on the lookout for a Client Technical Support Director to become a key player in our North America team. If you're a seasoned Client Technical Support Director pro and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.

 

This position will be part of Sapiens’ SNAP division. For more information, Click here

 

Position Summary:

The Director of Client Technical Support will report to the VP of Program Management to provide leadership and oversight of leading and managing production support for the CoreSuite for Workers’ Compensation solution.  Using extensive technical SaaS support management experience, the Director of Client Technical Support will establish a strong working relationship and will manage senior management interactions with the client, our internal project management team, and the internal Cloud services team to ensure successful product upgrade delivery and support resolution. 

This role will focus heavily on leading a project management and technical support team to ensure the success of product upgrades and day to day technical triage and resolution of support tickets.  This team will consist of the project manager(s), business analyst(s), technical architect(s), cloud services technicians, technical delivery and quality assurance analyst(s). This individual must have the ability to manage communications effectively with internal and external stakeholders while also managing the customer expectations and ensure proper product support management and adherence to defined contract terms. 

 

This role involves coordinating incident management and problem management to ensure high availability and performance of applications.  This individual will also be responsible for developing and implementing strategies to improve customer satisfaction and team productivity.  A successful candidate will have strong leadership skills, technical knowledge, excellent communication skills, experience in managing customer support operations and experience in problem-solving in a fast-paced environment. 

 

Professional Responsibilities:

• Lead and manage a team of product support personnel to provide exceptional customer support service and technical support. 
• Oversee the resolution of production issues, ensuring timely and effective resolution. 
• Provide timely notification of outages and interruptions to stakeholders.
• Provide technical assistance in resolving issues and escalating when necessary.
• Develop and implement standard operating procedures for production support processes.
• Serve as point contact with cross-functional teams (Cloud services and IT).  This includes environment strategy/planning, maintenance updates and issue resolution.  This includes identifying areas for improvement and developing response plans to provide exceptional customer service.
• Monitor performance of environments and proactively identify areas for improvement with Cloud services team.
• Oversee product support team responsible for ongoing alignment of the customers code version with the base version as well as periodic upgrades per contractual commitments.
• Manage product deployments and release upgrades.
• Manage assignment and performance of staff responsible for monitoring daily batch including on-call staff as necessary.   Manage on-call pay for assigned staff as necessary.