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Senior Director, Customer Support

Miovision

Miovision

Customer Service, Sales & Business Development
Remote
Posted on Thursday, July 11, 2024
Miovision is a global industry leading company providing agencies and organizations modern tools to improve today’s traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping organizations get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted or assisted more than thirty billion vehicles around the world. With global headquarters in Kitchener, Canada, as well as operations in Germany, Serbia and the United States. For more information, visit miovision.com.

Position Summary

As the Senior Director of Customer Care, you'll oversee all aspects of customer technical support services, device activations, installations, and project management. Leading our technical support teams, you'll provide guidance for new product support and enhance tools, processes, and services. Additionally, you'll serve as a trusted leader, driving improvements in customer experience to elevate support and implementation metrics and interactions. Collaborating closely with all areas of the business, you'll translate customer-centric needs into actionable initiatives. This dynamic role offers an exciting opportunity to lead our Customer care team and build a team capable of providing our global customers with unparalleled support, best-in-class implementation, and service excellence.

Key Accountabilities
  • Develop and execute a comprehensive customer support/success strategy aligned with the company's overall goals and objectives.
  • Build and manage the Customer Care team; Execute supporting and scaling with global expansion growth plans.
  • Collaborate with the senior leadership team (SLT), to understand business objectives and provide technology solutions that drive growth and improve profitability.
  • Interface with Technical Architecture, Software Development, and Product teams to troubleshoot/resolve/prevent production deployment and operational issues.
  • Work with customers to discuss concerns, ensure they know that their issues are seen by Miovision, and drive corrective actions to closure.
  • Align support resources with internal teams to provide support for technical issues preventing customer success.
  • Monitor and analyze customer support metrics and KPIs to identify trends, areas for improvement, and opportunities for innovation.
  • Foster a culture of continuous improvement and learning within the Customer Support team, promoting collaboration, knowledge sharing, and professional development.
  • Support the creation of new and existing Customer Support-driven programs.
    • Example: Knowledge-Centered Service, Technical Case Management reviews..
  • Standardize and optimize customer product implementation and project management across Miovision’s expanding product portfolio.
  • Conduct final approval of field implementation contractor vetting and Master Service Agreement negotiations.
  • Review and provide input on estimates and customer contracts for all customer services-related projects
  • Plan with Revenue Operations to ensure the implementation team has a balanced set of skills, and is prepared for the projected future workload.
  • Track and report project time to revenue and implementation cost metrics for the larger organization
  • Oversee technical account management, ensuring Miovision As A Service customers realize ongoing success in their products.
  • Coordinate with Business Operations and Technology teams to implement a comprehensive CRM tool ensuring operational scalability in all Customer Support, Implementation and Project Management
  • Provide technical leadership within the Customer Care organization.
  • Improve service availability and scalability through tuning, automation, tools, and processes
  • Evaluate, recommend, and implement technology and solutions including AI.
  • Recruit and retain top-level talent to scale the team while maintaining performance, quality, and best practices.

Skills/Qualifications
  • Bachelor's Degree in Computer Science, Engineering, or relevant software/computer-related fields or experience
  • 15+ years of support experience, with at least five years in a management or leadership role
  • Experience building, empowering, motivating, and inspiring high-performing customer support teams and instilling a culture of creativity, accountability, and productivity.
  • Demonstrated time management and critical thinking skills with an eye on continuous improvement.
  • Solid understanding of Agile methodologies
  • Excellent leadership, organizational, and decision-making skills.
  • Strong technical background with a proven ability to resolve highly complex incidents
  • Outstanding oral and written communication skills; must demonstrate an ability to communicate effectively at all levels of the organization.
  • Proven ability to build, motivate, and manage a team.
  • Strong familiarity with Salesforce / Service cloud.
Additional Assets
  • Basic understanding of software development life cycle, experience with software development, knowledge of programming languages, quality assurance, bug troubleshooting
  • Proficiency in foreign language(s)
  • Experience with International Teams
  • Experience with Business Process Outsourcing.
  • Experience with Employee onboarding and mentoring
Perks and Benefits

Note: We do offer flexible onsite and remote work options. Our Benefits are designed to reflect this and include:

  • Comprehensive health benefits starting on day one
  • RRSP Matching Plan
  • Variable Incentive Plan
  • Mio-Days: We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
  • Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
  • Internet subsidy and a remote work allowance
  • Enhanced paternity and maternity leaves
  • Unlimited vacation policy
  • Wellness offerings (Fitness, Mindfulness)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please indicate if you require accommodation on your application, and our team will work with you to meet your accessibility needs.

PLEASE BE AWARE OF FRAUD: Applicants interested in applying for roles at Miovision should apply directly via the details provided on our careers page. We communicate directly with applicants and will not request banking information, payment, or fees during any point of the recruitment process. We do not conduct interviews via text message. If you suspect that a third party is impersonating Miovision or requesting payment for recruitment on behalf of Miovision, please alert us via ggood@miovision.com

To all recruitment agencies: Miovision does not accept agency solicitation or resumes. Please do not forward resumes to our HR alias e-mail address, to any Miovision employee, or to other Miovision e-mail addresses. Miovision will not pay any fees related to unsolicited resumes.