Senior Director, Customer Care & Tech Support

Job Title: Senior Director, Customer Care & Technical Support
Location: Remote (United States)
About Us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global’s Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions.
We are seeking a dynamic and strategic Senior Director of Customer Care & Technical Support to lead our integrated support organization. This role will oversee the Technical Support team directly and provide leadership support and strategic guidance to the Customer Care team. This role is responsible for driving excellence across the Customer Care organization, fostering strong cross-functional partnerships, and delivering a seamless, proactive, and high-impact customer experience. The Senior Director will lead transformation initiatives, improve operational efficiency, and ensure the team is aligned with broader business goals—including product adoption, customer success, and retention. The ideal candidate is a customer-obsessed leader with a strong operational mindset, a passion for technology, and a proven ability to drive cross-functional collaboration and continuous improvement.
Key Responsibilities
Leadership & Strategy
• Develop and execute a unified vision for Customer Care and Technical Support that aligns with company goals and enhances the customer experience.
• Provide direct leadership to the Technical Support team, ensuring high performance, technical excellence, and customer satisfaction.
• Partner with the Customer Care leader to support team development, operational improvements, and strategic initiatives.
• Foster a culture of accountability, innovation, and empathy across both teams.
Operational Excellence
• Drive operational efficiency through process optimization, automation, and AI-driven support solutions.
• Monitor and analyze key performance indicators across both functions to identify trends, opportunities, and areas for improvement.
• Ensure seamless escalation processes between Customer Care and Technical Support to resolve complex customer issues quickly and effectively.
Customer Experience
• Own and lead initiatives to reduce customer effort, improve resolution quality, and enhance service delivery.
• Capture and analyze customer feedback to inform service enhancements and product development.
• Drive quality assurance programs to ensure consistent and effective case handling.
Cross-Functional Collaboration
• Partner with Product, Operations, Sales, and Customer Success to proactively identify and solve customer challenges.
• Create structured feedback loops (e.g., weekly “Product Top 10”) to ensure customer insights inform roadmap decisions.
• Publish and maintain SOPs for escalation processes and inter-team collaboration.
Team Development
• Mentor and develop leaders within both teams, fostering career growth and succession planning.
• Implement formal training programs for new hires and existing team members, including semi-annual refreshers.
• Promote a culture of accountability, innovation, and collaboration across regions and functions.
Qualifications
• 15+ years of experience in customer support, technical support, or customer experience leadership roles.
• Proven success in leading large, cross-functional teams and driving operational transformation.
• Strong strategic thinking, analytical, and problem-solving skills.
• Strong understanding of support technologies, CRM systems, and AI-driven support tools.
• Exceptional communication and collaboration skills.
• Experience in SaaS, enterprise software, or technology-driven industries preferred.
Preferred Skills
• Familiarity with service consumption analysis and deflection strategies.
• Ability to influence cross-functional stakeholders and drive change in a complex organization.
Compensation/Benefits Information:
The anticipated salary range for this position is $155,000 to $180,000. Final base salary for this role will be based on the individual’s geographical location as well as experience and qualifications for the role. In addition to base compensation, this role is eligible for an annual incentive plan as well as comprehensive benefits. For more information on benefits, please reach out to the recruiter assigned to the role.
About Company Statement:
Accuris delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, comb