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

    Resolution Technologies

    Hoboken, NJ • On-site

    Other

    Posted yesterday

    New

    Job description

    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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