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Technical Services

3 months ago

Palo Alto, United States Uniphore Technologies Inc. Full time

**Technical Services & Customer Support Ops Director** Palo Alto / Customer Engineering & Success

Customer Success / Full-time

Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries

customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise. At Uniphore, we believe companies that best understand and act on those conversations will win. We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation, and RPA (Robotic Process Automation) with a business user-friendly-UX (User Experience) in a single integrated platform to transform and democratize customer experiences across industries. **What We Are Looking For:**

Uniphore, an early leader in Conversational Service Automation (CSA), is looking to hire someone with the passion and experience necessary to build processes and tool capabilities that drive a world class customer experience across the company. As the Technical Services and Customer Support Ops Leader, this person will build on the foundation of providing customer insights and removing barriers to achieving business outcomes.

**Responsibilities:** The Director of Americas Support is responsible for building and managing a team of technical support engineers focused on supporting Uniphore customers and partners on any technical issues raised post implementation of Uniphore solutions. The Support Director will oversee all support operations in the Americas and will be responsible for coordinating 24x7 support across the globe. Additionally, the candidate will drive the overall visibility of the technical support organization. This will enable cross functional organizations detailed knowledge of the time to resolve critical customer situations and drive functionality through data into the next generation of products. The person will work very closely with the Technical and Customer Support Managers to achieve higher SLA achievement, increased customer satisfaction, and enable adoption. + Accountable for the timely resolution of support queries + Drive the overall Methodology, Analysis and Reporting of Technical Services and Customer Support KPIs + Maintain a Technical Services and Customer Support Dashboard which highlights current case status tracking and escalations. + Drive Consistency through development and maintenance of Template Library and Knowledge Base. + Communicates customer insights and works with other organization to address churn and escalation issues. + Coordinates Customer Engagement Metrics across other Services Organizations. **Qualifications:** + Balance strategic thinking with operational execution + Cross Functional Collaboration + Ability to influence Executives through Execution + 10+ years of experience Services Leadership and/or Delivery + Excellent analytical and project management skills. + Experience working with all levels of management internal and external + A strong proven leader who can work across all lines-of-business in a technology related industry + Ability to manage to metrics for delivery of key KPIs + Comfortable working independently in a fast-paced start up environment. + Strong organizational skill interpersonal and presentation skills that can bring customer value and business impact together. + Bachelor's degree or MBA preferred **Preferred Qualifications:** + Experience working in SaaS Environments + Strong customer orientation with a passion for simplicity + Excellent consulting, listening, and communicating skills, demonstrated by ability to build authentic business relationships + Strong collaboration, interpersonal and teamwork skills + Versatility across all business entities

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