Experienced Director of Customer Support Systems – Strategic Leadership and Systems Optimization for Enhanced Customer Experience

Introduction to blithequark blithequark is a pioneer in the Connected Operations Cloud, a platform that enables organizations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At blithequark, we are committed to helping improve the safety, efficiency, and sustainability of physical operations that power our global economy. With a focus on industries such as agriculture, construction, field services, transportation, and manufacturing, we are excited to help digitally transform their operations at scale. About the Role We are seeking a strategic and dynamic Director of Customer Support Systems to oversee the evolution and optimization of our customer-facing systems. Reporting directly to the VP of GTM Systems, this role will require a strong executive presence, advanced influencing and communication skills, and deep business acumen. The successful candidate will work closely with Customer Support, Customer Success, and Partnerships organizations in Customer Outcomes and Business Technology teams to support the post-sales customer journey. Key Responsibilities Strategic Leadership: Define and execute the overall strategy for Customer Support, Partnership systems, and integration strategy for Customer Success Systems, ensuring alignment with business goals and customer needs. Utilize deep business acumen to drive strategic initiatives. Systems Optimization: Oversee the development, implementation, and continuous improvement of Customer Support and Partnership systems, leveraging advanced influencing and communication skills. Cross-Functional Collaboration: Partner closely with the Customer Support, Customer Success, and Partnerships organizations in Customer Outcomes and Business Technology teams to ensure systems integration, seamless information flow, and alignment with the overall business strategy. Advanced Influencing & Communication: Utilize advanced influencing and communication skills to foster alignment across teams, drive change, and create a cohesive vision for Customer Support and Partnership systems. Team Development: Lead, mentor, and grow a high-performing team of professionals, fostering a culture of collaboration, innovation, and excellence. Vendor Management: Identify, negotiate, and manage partnerships with third-party vendors to ensure the delivery of top-notch tools and services. Performance Metrics: Establish, track, and report key performance indicators to gauge success and identify opportunities for improvement. Compliance and Security: Ensure all systems adhere to industry standards, legal requirements, and best practices in security and data privacy. Budget Management: Oversee budget planning, allocation, and management within the area of responsibility, employing deep business acumen. Essential Qualifications Bachelor's degree in Business, Computer Science, Information Technology, or related field; Master's degree preferred. 7+ years of experience in senior leadership roles focusing on Customer Support systems. Deep business acumen, with a strong understanding of support systems, integration tools, Quality Assurance, and analytics platforms. Advanced influencing and communication skills, with a strong executive presence. Exceptional strategic thinking and problem-solving skills. Excellent collaboration skills, with experience working closely with Customer Support and Channel teams. A customer-centric mindset, with a focus on delivering value and an excellent customer experience. Preferred Qualifications Experience working in a fast-paced, dynamic environment with a strong focus on innovation and growth. Knowledge of industry trends and emerging technologies in Customer Support and Partnership systems. Proven track record of driving strategic initiatives and achieving business outcomes. Strong leadership and management skills, with experience leading high-performing teams. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Director of Customer Support Systems, you will have the chance to work on complex and challenging projects, develop your skills and expertise, and contribute to the growth and success of our organization. You will also have access to training and development programs, mentorship, and coaching to help you achieve your career goals. Work Environment and Company Culture blithequark is a dynamic and innovative company with a strong focus on customer success and employee satisfaction. We offer a flexible working model that caters to the diverse needs of our teams, with opportunities for remote work, flexible hours, and collaboration with colleagues from around the world. Our company culture is built on values such as Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team. We are committed to creating a work environment that is inclusive, supportive, and empowering, where all employees can thrive and contribute to our success. Compensation, Perks, and Benefits blithequark offers a competitive total compensation package, including base salary, bonus, and restricted stock unit awards. We also provide a range of benefits, including health insurance, retirement savings, and paid time off. Our employees also have access to employee-led remote and flexible working, health benefits, and a charity fund. We are committed to providing our employees with a comprehensive and competitive compensation package that recognizes their contributions to our success. Conclusion If you are a strategic and dynamic leader with a passion for customer success and a track record of driving business outcomes, we encourage you to apply for the Director of Customer Support Systems role at blithequark. This is a unique opportunity to join a fast-paced and innovative company, work on complex and challenging projects, and contribute to the growth and success of our organization. Apply now to take the first step in your journey with blithequark. Apply for this job