EverPro - Sr. Director Solution Delivery and Product Support - Remote (US)

Company: EverCommerce
Location: La Crosse
Posted on: March 15, 2023

Job Description:

Skills and Experience needed for success in this role: You:

• Are a seasoned client care leader with prior experience being accountable with named accounts in a professional service and/or technical support environment
• Are technically competent including general understanding of IT and enterprise software, specifically SaaS, networking, hardware and Implementations
• Have working knowledge of enterprise integrations and data migration methods
• Comfortable interacting with all levels of management and roles within the client organization
• Experience operator with prior experience scaling a customer facing organization
• Ability to effectively prioritize, escalate and own customer issues as required
• Excellent communication and presentation skills to effectively explain strategy, business recommendations or solutions to a customer's problems
• Ability to learn and assimilate technical information quickly What you will do:
  • Lead and motivate a robust team of onboarding consultants, solution engineers and product care advocates
  • Be accountable to provide expert knowledge of our products & services to customers
  • Develop methods to deliver ongoing support to ensure customer success
  • Drive to continually improve our internal process for service delivery & product care
  • Own and provide detail review of service & support metrics
  • Establish scalable processes to identify, troubleshoot and resolve issues encountered by user, confirm and report bugs
  • Become a partner, acting as a liaison with our New Business Sales, Product Management and Engineering teams. Skills and experience we are seeking:
    • 8+ years working in a B2B client-facing leadership role, preferably involving SaaS services targeting SMB customers
    • Experience with creating exceptional onboarding and customer support operations & experiences
    • Ability to lead and manage a high-volume, high-growth customer-facing teams, with demonstrated success achieving operational scale & growth targets
    • Data-driven decision maker, with urgency operating in a "test and learn" environment focused on meaningful and rapid process optimization
    • Track record in driving customer engagement and loyalty, including enterprise-scale development lifecycle processes and methods
    • Experience driving projects to improve support-related processes and technical support experience
    • Innovative thinking and bias for action balanced with a strong customer and quality focus
    • Persuasive communicator with both clients and internal company teams and staff
    • Intellectually robust and agile, with the ability to make quick decisions as needed
    • Self-confidence matched with a willingness to collaborate and successfully engage with colleagues
    • Exceptional communication, presentation, and relationship management skills - deep cross- functional collaboration is required
    • Preferred skills and experience: 'Swarm' customer support methods; Salesforce classic to lighting migration. Where: The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. The EverPro team i s spread out and has major offices in Columbus, Ohio and La Crosse, Wisconsin. This role can be based anywhere in the United States - if you're close to one of our offices, we can set you up in-office or you can work 100% remotely. -Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America. Benefits and Perks:
      • Flexibility to work where/how you want within your country of employment - in-office, remote, or hybrid
      • Continued investment in your professional development through Udemy
      • Robust health and wellness benefits, including an annual wellness stipend
      • 401k with up to a 4% match and immediate vesting
      • Flexible and generous (FTO) time-off
      • Employee Stock Purchase Program
      • Student Loan Repayment Program Compensation : The target base compensation for this position is $150k to $200k USD per year in most US locations. - Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above. EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience! About Us EverCommerce is bringing together best-of-breed commerce solutions in the service sector, forming one service commerce platform that improves go-to-market strategy for technology companies and simplifies the software-buying process for business owners.
        
        Our team has extensive expertise in business operations, management, legal, finance, accounting, technology human resources, marketing and sales that, via the EverCommerce platform, we provide as a service to drive continued growth and success for service commerce companies. Our ecosystem enables companies to thrive in an environment of shared knowledge and resources with significant cost saving.

Keywords: EverCommerce, La Crosse , EverPro - Sr. Director Solution Delivery and Product Support - Remote (US), Executive , La Crosse, Wisconsin