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Elite Technology · 4 hours ago

Senior Director, Global Support

United States

Full-time

Remote

Director/Executive

$195K/yr - $220K/yr

9+ years exp

Elite Technology is the trusted automation platform for law firm operations, delivering a cloud-native SaaS platform that unifies financial and data management. The Senior Director, Global Support will lead the support team in aligning cloud capabilities with SaaS objectives, drive team performance, and enhance operational activities to improve cloud service for clients.

Computer Software

Growth Opportunities

No H1B

Responsibilities

Depending on geographic location and people leadership experience, the role may serve as a regional leader for Elite Support

Work cross functionally with key stakeholders to define support Cloud processes and ensure adherence to cloud service level agreements

Regularly meet with customers to build relationships and manage escalations that arise

Apply both institutional knowledge and industry best practices to help define the future strategy for how we will globally support our SaaS products

Define and share key performance metrics per SaaS product and get alignment across product support teams

Actively monitors servicing quality levels, communicates opportunities for improvement, and collaborates with operations to improve service levels

Provides direction for Technical Account Managers and facilitates programs that help seamlessly transition newly live cloud clients to a smooth live Production operations

Generate insights from data from various sources by working with analytics to create and maintain a roadmap of operational efficiency initiatives tied to improving our cloud readiness posture

Coordinate global best practice cloud focus in the areas of case management, escalation management and customer service with Principal Analysts and senior level team members to increase customer satisfaction and employee engagement

Actively monitors cloud servicing quality levels, communicates opportunities for improvement, and collaborates with support leaders to improve service levels

Acts as a key stakeholder to pursue Salesforce enhancements that educate support team members on cloud, contribute to better customer satisfaction and more timely case resolution for cloud support

Collaborative, flexible, and creative, leveraging AI-driven insights and automation to deliver best-in-class SaaS support with resourcefulness and innovation

Perform other duties as assigned to support departmental and company objectives

Qualification

Cloud service managementSaaS product supportData analysisTechnical account managementCross-functional collaborationLeadership skillsOrganizational skillsProblem-solvingCommunication skills

Required

Bachelor's Degree in Business, Information Systems or equivalent experience

9–12 years of experience in technical, financial, operational and/or related customer support service experience

8+ years supervisory or management experience

Ability to analyze data to determine root cause of issues

Builds, maintains and strengthens cross functional relationships

Excellent organizational, time management, written and verbal communication skills

Structured problem solver with a commitment to operational excellence, with the ability to manage a wide range of key projects and initiatives simultaneously

Strong leadership skills in a fast-paced, high demand environment

Ability to travel up 10–25% as business needs required

Role requires the following physical capacity: Sedentary: primarily desk/computer work

Must be legally authorized to work in United States; Elite does not provide employment sponsorship for this position

Benefits

Comprehensive Healthcare Coverage (Health, Dental, Vision)

Retirement Savings Plan with an Employer Contribution

Professional Development Opportunities

Time Off

Wellness Initiatives

Employee Assistance Program

Generous Global Parental Leave

Calm, free premium subscription

Employee Discount Program

Company

Elite Technology

Glassdoor3.9

Elite is a leading independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business.

Founded in 1947

New York, NY, US

501-1000 employees