Vasion, formerly PrinterLogic, is looking for a Global Senior Director of Product/Customer Support that exemplifies our core values to join our growing team. At Vasion, we are committed to making digital transformation attainable for everyone by building an affordable, integrated SaaS solution that simplifies business processes. With offices in St. George, Utah, and Lehi, Utah, and the ability to work remotely across the United States, Vasion offers a flexible work environment.

POSITION SUMMARY

The Global Senior Director of Product/Customer Support directs all aspects of the organization’s product support team, policies, objectives, and initiatives. Accountable for developing service-level standards focused on reducing response times and providing industry-leading customer satisfaction. Implement systems to capture and report on service metrics, including any customer feedback or trends in product or service issues. Be a customer ambassador across all organizations within the company. Align customer support activities and initiatives to support and enhance the organization's objectives. Build a world-class global support team through continual training, motivating compensation plans, measured performance management, and obsession with customer satisfaction.

RESPONSIBILITIES

• Lead the global product support team to achieve industry-leading customer satisfaction
• Build and execute a continual training program that enables support engineers to elevate their ability to resolve customer issues quickly
• Define, implement and evolve a motivating compensation plan for support engineers to ensure they have a clear career path
• Implement systems that enable and measure the support organization's performance
• Become a “customer expert,” understanding the needs and challenges of our customers
• Become an expert on Vasion products
• Represent, own, and drive customer needs across the product and engineering teams to improve the products and customer experience.
• Actively manage cross-functional processes for escalation and customer issue handling.
• Establish and maintain industry-leading SLAs
• Build and implement support programs for all customers; direct & channel, pre & post sales.
• Establish and improve NPS (Net Promoter Score), CSAT (Customer Satisfaction, and other customer metrics

REQUIRED QUALIFICATIONS

• Extensive experience in leading and managing operational product support teams
• Strong strategic and customer focus with a clear understanding of the broader issues impacting all customers
• 5+ years of product support leadership experience with demonstrated success leading teams marketing B2B Enterprise SaaS software
• Bachelor's degree in technology or related field (MBA Preferred)
• Deep understanding of modern product support best practices and experience practicing multiple techniques
• Strong strategic thinking and decision-making abilities
• Demonstrated ability to motivate and communicate with others at all levels
• Influential relationships skills, able to use these relationships to deliver customer experience improvements
• Excellent verbal and written communication skills
• Experience working with a deep familiarity with a technical (IT) buyer
• Bias for action - you don’t wait for permission when you see a problem that needs to be solved

BENEFITS AND COMPENSATION

• Medical/Dental/Vision plans with company contributions (HDHP, PPO)
• Generous, flexible time off program
• Company HSA contribution
• 401k matching
• Life Insurance/Long Term Disability
• Market-based compensation based on experience, skill level, and personal abilities
• Rapidly growing tech company with a family-oriented work atmosphere
• Scaling organization allows for numerous career paths and opportunities
• Casual dress/Atmosphere

OUR CORE VALUES

• Action Owners (Extreme Ownership by Jocko Willink and Leif Babin)
• Truth Seekers (Radical Candor by Kim Scott)
• Relationship Builders (Leadership and Self-deception by The Arbinger Institute)