Sr. Director of Customer Support, Americas | Cloud & On-Premise

Job Description

Senior Director of Customer Support, Americas | Cloud & On-Premise
Lead a large, multi-disciplinary Customer Support organization responsible for the full SaaS product portfolio across On-Premise and Cloud environments. This role oversees Tier 2-3 engineering teams, a group of Technical Account Managers, and offshore support operations, totaling approximately 60 support professionals across multiple global sites.

Senior Director of Customer Support, Americas | Role & Responsibilities

• Lead and manage Tier 2, and Tier 3 support teams, including offshore operations (approximately 60 engineers).
• Own end-to-end customer support for Cloud and On-Premise customers across the Americas.
• Strengthen customer relationships and drive measurable improvements in CSAT and customer loyalty.
• Ensure strict adherence to SLAs, KPIs, and contractual service commitments.
• Drive Continuous Improvement initiatives by analyzing field issues and implementing corrective actions.
• Deliver exceptional service quality, communication, and technical resolutions.
• Build strong cross-functional partnerships with Professional Services, R&D, Cloud Operations, and Product teams.
• Manage customer engagement and escalation processes, ensuring timely, transparent, and effective resolution of critical issues.
• Build, inspire, and retain a high-performing team within the America region, including matrix-managed environments.
• Lead initiatives to reduce backlog, improve operational efficiency, and optimize support processes.

Senior Director of Customer Support, Americas | Knowledge & Qualifications

• Degree in Computer Science, Industrial/Electronic Engineering, or equivalent deep technical experience in IT, infrastructure, and complex system integrations.
• Experience in the Financial Market Compliance is a major plus.
• 7+ years of leadership experience managing support organizations, including large engineering teams.
• 5+ years in customer-facing or outbound engagement roles.
• Proven experience managing complex, enterprise-scale systems.
• Demonstrated ability to lead teams in cross-functional and matrix environments.
• Outstanding leadership, communication, and interpersonal skills.
• Strong customer-facing capabilities.
• 5+ years of experience supporting Cloud functions and solutions.
• Experience in organizations that made transformation from On-Prem to Cloud.

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