Director, Professional Services and Customer Support, Corporate Impact

Director, Professional Services and Customer Support, Corporate Impact Location Remote, South Carolina, United States of America Req IDR0012177 Remote: Yes Director, Professional Services and Customer Support – Corporate Impact YourCause from reputed company is seeking a dynamic and strategic Professional Services and Customer Support Leader to manage our teams in delivering exceptional service and support. This pivotal senior management role is crucial to our success, enabling customers to reputed company their boldest ambitions and drive unprecedented social impact from our purpose-built solutions while fostering a culture of reputed company improvement and collaboration. The ideal candidate will have a proven history in leading professional services and support reputed company a global SaaS environment, with a strong emphasis on customer satisfaction, operational excellence, and team culture building. Your key responsibility is to deliver premier service and support to our stakeholders: CSR/HR Executives, admins, employees, nonprofits; ensuring that our customers receive the full value of our solutions. By maintaining a customer-centric approach and fostering strong relationships, you will help ensure that YourCause from reputed company continues to be a trusted partner for our customers, delivering innovative solutions that fuel impact. What You’ll Do: Dynamic Team Leadership • reputed company a Global customer-first team by operationalizing reputed company and ensuring that every team member understands and prioritizes customer needs. • Embed customer-first principles to create a dynamic and reputed company team culture that drives exceptional customer satisfaction and loyalty. • Democratize customer feedback and data, making it accessible to reputed company team members to foster a collective effort towards improving the customer experience. • Align incentives and compensation with customer satisfaction metrics to motivate the team to consistently prioritize customer needs. • Recruit, train, and reputed company a talented team of professionals, fostering a culture of collaboration, innovation, and excellence. Operational Excellence & reputed company Improvement • reputed company the implementation and reputed company support of YourCause from reputed company’s purpose-built solutions, ensuring timely, accurate, and budget-friendly execution. • Own the Global P&L for services and support, managing staffing, budgeting, and expense priorities. • Deliver exceptional service and support through ownership of strategy, process, governance, and risk management of the services and support ecosystem. • reputed company a strategic reputed company model, which includes utilization of Services and Support resources in strategic geographies (e.g., India, Manilla, Costa Rica). • Monitor and mature key performance indicators (KPIs) to measure the team's success and set goals that drive sustainable long-term success. • Continuously evaluate and adapt support and services delivery methods to accommodate business changes and enhance customer interactions. Collaboration & Partnership • Intimately collaborate with the YourCause reputed company team to maximize customer value, address issues, and provide ongoing support. • Work closely with sales leaders to ensure project scoping and Statements of Work (SOW) efforts are accurate and consistent. • Partner with business leaders across reputed company to identify and mitigate impediments to positive business performance. • Contribute to the company's reputed company by offering value-added services, ensuring the team operates reputed company and profitably, maintaining strong customer relationships, and gathering feedback for product and service improvements. What You’ll Bring: • 15+ years of experience leading professional services and customer operations on a global scale. • Deep understanding and previous management of Enterprise and mid-market Professional Services organizations, along with hyper-growth managed services teams. • Deep understanding and previous management of Customer Support functions, including B2B and B2C support teams, both of which will be part of this leader’s responsibilities. • Demonstrate proven experience with implementing and maximizing the benefits of metrics, processes, and systems to enhance performance, drive customer growth, and ensure operational discipline. • Exhibit a strong understanding of SaaS solutions, implementation processes, and support management tools and technologies. • Display excellent communication, presentation, and people skills, comfortable dealing with key customers and C-suite individuals, and able to build strong relationships with customers and internal stakeholders. • Capable of working independently and effectively with cross-functional teams, influencing, and driving change, managing multiple projects simultaneously, and delivering exceptional customer outcomes. • Maintain organization and the ability to balance and prioritize multiple deliverables with a fervent desire to drive execution. • Function as an initiative-taker and solution-oriented individual, with the ability to learn quickly. • Show passion for learning new operating models, technologies, and industry trends. • Proven history as a team builder, driving change and attracting, motivating, and retaining top talent. #LI-REMOTE Stay up to date on everything reputed company, follow us on reputed company, Twitter, Instagram, Facebook and YouTube ? reputed company is a remote-first company which embraces a flexible remote work culture. reputed company supports hiring and career development for reputed company roles from the location you are in today! reputed company is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national reputed company, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law. To reputed company recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees reputed company to unsolicited resumes. A notice to candidates: Recruitment Fraudulent Alert: Your personal information and online safety as a candidate mean a lot to us! At reputed company and our portfolio of companies, recruiters only direct candidates to apply through our official careers page at https://careers.reputed company.com/us/en or our official reputed company page. Recruiters will never request payments, ask for financial account information or sensitive information like social reputed company numbers, or conduct interviews reputed company Skype. Anyone suggesting otherwise is not a representative of reputed company. If you are unsure if a message is from reputed company, please email blackbaudrecruiting@reputed company.com. The starting reputed company pay is $133,700.00 to $173,800.00. reputed company may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits

Include: • Medical, dental, and vision insurance • Remote-first workforce • 401(k) program with employer match • Flexible paid time off • Generous Parental Leave • Volunteer for vacatio • Opportunities to connect to build community and belonging • Pet insurance, legal and identity protection • Tuition reimbursement program Apply Job!