Associate Director Of Support

Job Title: Associate Director of Support

Department: Client Success

Reports To: CEO

FLSA Status: Non-Exempt

Last Modified: 07/11/2023

JOB SUMMARY

The Associate Director of Support will be responsible for providing

1. An exceptional experience when customers and internal stakeholders need assistance with our solutions.
2. Manage the client support team and day-to-day operations
3. Ensure client success internal systems and processes are optimized to meet internal and external SLAs in partnership with CS leadership
4. Responsible to manage our premier customer account and associated resources to ensure future success and growth

GENERAL RESPONSIBILITIES

• Support the key stakeholders with larger projects, including launches in new states and / or with new programs.
• Manage all data and reporting for Support, sharing insights with the broader organization.
• Develop and help build an outstanding team that creates a world-class support experience.
• Oversee the entire Support operation, ensuring that the team meets daily, weekly, and monthly SLAs for all channels
• Developing and maintaining a staffing forecast that accounts for operational complexity and seasonality.
• Identify opportunities to innovate for continuous improvement and increased efficiency, specifically thinking about automation and improved back office needs for the overall client success and support teams
• Lead your team actively, providing guidance to direct reports during weekly 1:1 conversations, and in-the-moment coaching where appropriate.
• Represent a critical voice and needs of the customer within our team and key stakeholders.
• Drive people, process, and technology improvement initiatives to optimize the client support experience from end-to-end, both for customers and our team.
• Act as a liaison between functions outside of Support, such as Technology, State Partnerships, Vendor Relationships, etc. to facilitate activities that result in a better experience for the parent.
• Obsess over customer satisfaction scores and relentlessly strive for improvements to the overall experience.
• Establish the strategic direction and vision for the Support team's growth and development.

JOB QUALIFICATIONS

• Empathy for students and educators regarding educational access and opportunities.
• Ability to respond to inquiries or complaints from clients in area of expertise
• An organized “doer” with an exceptional ability to multitask — someone who will take the initiative to make things happen.
• Ability to work well across all levels of the organization
• Not precious about the things you have created, and not bogged down by how things “have always been done;” you are open to re-evaluating processes and thinking outside the box.
• Operate with a seamless blend of hands-on willingness to get operations established, but with the strategic vision to think and build ahead.
• Thrive in a fast-paced environment.
• A great team player who can collaborate with cross-functional teams within the organization, as well as outside vendors.
• Excellent verbal and written communication skills
• The ideal candidate has experience working in a highly regulated industry, such as government, healthcare, edtech, or fintech; also has experience working with customer relationship management systems, such as Salesforce, contact management systems, such as Zendesk, and project management systems, such as Jira
• Demonstrate a serious commitment to your own self-development by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Love developing and mentoring the people on your team; you are capable of giving constructive feedback that drives improvement and uplifts at the same time.
• Aim to create an outstanding customer experience for customers and our internal teams working with the support team
• Experienced in scaling teams in-line with business growth, remaining ahead of the operational demand all the while maintaining a commitment to team development.
• Strong analytical and problem-solving skills
• Seasoned customer service leader with experience managing Support teams, having worked within start-up / high growth businesses.

EDUCATION and EXPERIENCE

• Proficient in MS Office programs such as Excel, Work, PowerPoint
• Minimum Years of Experience: 5 years
• Minimum Education: BS or BA in business preferred

WORK ENVIRONMENT

• Work in a 100% remote environment