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Director of Support and Professional Services (Charlotte, US)


About the Role

As the Director of Support and Delivery Services at Passport, you will be at the center of providing an exceptional client and customer experience, and you’ll do this in our incredibly fast-paced, exciting, and constantly changing environment. You will lead teams of specialists responsible for answering client and customer inquiries about our products. You are responsible for the definition and growth of the professional services that Passport provides to our client base. Additionally, you own matrixed responsibility for the delivery of client-centric solutions for Passport’s largest clients. As such, you will be at the heart of delivering on our growth objectives and essential to our long term strategy. You and your team will set the precedence of the client experience and communications, while partnering closely with Client Success, Engineering, Product, and Sales teams. You’ll ensure strong relationships and satisfaction with our clients, and ensure their ongoing experience with Passport is top notch.

Job Responsibilities:

  • Lead and manage a support staff which promotes a world-class client experience which isn’t experienced in any other competitive space.
  • Drive service maturity through continual service improvement, automation first mentality and aligning to a Service Management maturity model and plan.
  • Responsible for Incident, Problem, and Knowledge management of both internal and external stakeholders and customers.
  • Responsible for employee development planning and career pathing throughout the Support and Professional Services teams.
  • Responsible for establishing the strategic direction of professional service delivery, and for the growth of this revenue stream within the company
  • Responsible for senior oversight of client delivery needs for Passport’s client base, including being a point of escalation, establishing delivery priorities given finite resource capacity, and engaging directly with clients to understand their needs and provide delivery updates as needed
  • Creation of business cases for investment into ares like Support, Professional Services, or client-delivery teams expansion, or software to improve team efficiency or the overall client experience
  • Leading and inspiring teams of specialists that support clients and customers with any product challenges they encounter, managing case pipeline, and consistently guiding your teams to deliver outstanding resolution experiences
  • Coaching and developing your teams to successfully predict challenges based off of case data, share feedback with product and development teams, all while appropriately navigating internal/external barriers to close cases successfully and on time
  • Establishing a culture of excellence, learning, and regular best practices sharing within support
  • Understanding client needs and challenges, and communicating effectively with all stakeholders (including external customers and internal teams such as Sales, Client Success, Product, and Development) to resolve cases
  • Creating and providing regular reporting against key performance indicators (e.g. metrics for customer satisfaction, operating efficiency, and product quality) and leveraging data from case submissions to provide insights to the broader team about client and customer challenges; escalating key trends to the development team for immediate resolution
  • Documenting key workflows, handoffs, and case resolutions in our systems of record and ensuring that documentation stays relevant and up-to-date
  • Monitor the escalation of cases and highlight critical situations with a sense of urgency to appropriate teams; factor in client timelines while balancing internal constraints
  • Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing Business needs
  • Making tough decisions “on the fly”, with guidance as needed, as you manage client/customer relationships and internal stakeholders
  • Manage staffing workflow to increase efficiency
  • Ability to effectively work in a remote or hybrid environment
  • Demonstrated experience leading teams in dispersed geographic locations
  • Spot checking individual rep communication quality and calibrate on the fly
  • Participate in or initiate strategic and tactical policies, workflow and performance standards

Job Qualifications:

  • Previous experience scaling a group or team (both in staffing and process) is a necessity
  • Experience in leading Professional Service delivery teams, including establishment / and management of a P&L line
  • Experience in leading a client-facing call center and/or support organization
  • Experience effectively communicating with C-level client or equivalent client contacts
  • Vendor management experience, including price negotiation and service delivery oversight
  • SaaS company experience is ideal
  • At least 10 years of professional experience required
  • 5+ years leading a technical support team required
  • 5 + years of experience providing technical support to end user/client required
  • Strong technical background, demonstrated understanding or SaaS concepts and value proposition is a plus
  • Process and problem-solving mindset
  • Continuous improvement mindset
  • Superior resource, planning, and time management skills
  • Excellent organizational and communication (written, verbal, and listening) skills
  • Strong presentation skills with the emotional quotient to properly read the audience and maintain alignment during the sales presentation and/or purchasing cycle.
  • Keen attention to detail
  • Strong but diplomatic negotiator
  • Bachelor’s degree is required, graduate degree is a plus
  • PMP, Six Sigma, or similar project / process management certification a strong plus
  • Ability to travel up to 33% of the time

About You:

Simply put, you have it all together - people enjoy working with you, your team respects you, your clients are regularly impressed by you, you have strong technical capabilities, and you can juggle it all. You know the ins and outs of managing large case volumes, and you take tremendous pride in fully understanding the businesses you support. You are not afraid of challenging situations and know how to navigate carefully during challenging client conversations. You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher for both you and your team. You have a propensity towards continuous improvement and love to figure out the scalable solution. You thrive in a constantly changing, fast-paced environment. You can balance short and long term objectives. You own the details. You are always thinking a few steps ahead. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions. You can communicate with the best by being clear, concise, and listening.

You read the books, you’ve followed the blogs, and as someone committed to striving for the best, you’re excited to contribute to Passport’s amazing growth goals by leading the technical and customer support teams.

About Us:

Passport sets cities in motion, helping to create more livable, equitable communities. Based in Charlotte, North Carolina, Passport is a transportation software company, delivering the operating system that enables cities to manage vehicle interactions with streets and sidewalks. With Passport, city leaders increase convenience, efficiency and compliance today and tomorrow. Trusted by more than 1,200 cities, universities and agencies, including Chicago, Toronto, Los Angeles, and Miami, Passport is one of the fastest-growing companies on the Inc. 5000 and Deloitte Technology Fast 500 lists, and was named to Fast Company’s World’s Most Innovative Companies for 2020.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

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