Director, Customer Support
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Job Description
Customer Support Director leading teams, escalations, metrics, and AI-enabled service improvements at Aumentum Technologies. Strengthening customer relationships and retention across its software customer base.
Responsibilities:
- Provide strategic and operational leadership for the Customer Support organization
- Establish priorities, goals, performance expectations, departmental goals, service levels, operational metrics, and KPIs
- Lead, coach, and develop Support managers and team members
- Build a culture of accountability, collaboration, continuous improvement, and customer advocacy
- Ensure customers receive meaningful value from maintenance and support agreements and a high-quality support experience
- Serve as a senior escalation point for complex or high-impact customer issues
- Drive continuous improvement of Support processes, workflows, tools, and operating practices
- Champion adoption and effective use of AI-enabled support tools and automation
- Identify opportunities to strengthen customer relationships, improve retention and referenceability, and support incremental revenue opportunities
- Ensure Support operations and customer communications align with contractual commitments
- Oversee governance and improvement of customer support and ticket management systems
- Collaborate across Product, Development, Professional Services, Sales, Finance, and other business functions
- Represent Customer Support during customer visits, user group meetings, conferences, and other business events
Requirements:
- Proven leadership experience within a customer support, customer success, professional services, or related software organization
- Demonstrated experience developing managers, building high-performing teams, driving accountability, and leading organizational change
- Exceptional customer-facing, communication, relationship-management, and interpersonal skills
- Experience managing complex customer escalations and communicating effectively with senior customer and internal stakeholders
- Strong operational and analytical skills, including establishing metrics, evaluating performance, identifying trends, and translating data into action
- Ability to manage multiple priorities and drive initiatives through to measurable results
- Working knowledge of software applications, SaaS environments, technical support processes, and modern customer support technologies
- Experience with AI-powered customer support technologies, generative AI, automation, chatbots, knowledge management tools, or AI-assisted service workflows
- Ability to identify practical opportunities to apply AI and automation while maintaining appropriate human oversight and a strong customer experience
- Strong judgment, integrity, accountability, and a collaborative leadership style
- Experience with local government, property tax, or public-sector software is a strong plus
- Microsoft Excel
- Microsoft Power BI
- Microsoft PowerPoint
- Microsoft 365 and Copilot
- Customer support/ticketing platforms
- AI-enabled support, chatbot, and knowledge management technologies
- Reporting, analytics, and performance management tools
Benefits:
- Annual maintenance and support agreements are provided to customers (role-related offering, not an employee benefit)
- Occasional travel to customer visits, user group meetings, customer conferences, and other business events
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