Granicus provides technology and services that empowers government organizations to create seamless digital experiences for the people they serve. By offering the industry's leading cloud-based solutions for communications, content management, meeting and agenda management, and digital services to over 4,000 public sector organizations, Granicus helps turn government missions into quantifiable realities.

The Customer Support Director will be a focal point for the health of our business through customer satisfaction, retention and growth. The Director is responsible for the management and development of the customer support team, effective and timely resolution of all customer support cases, ongoing development of internal processes and systems, effective cross functional collaboration and ensuring all customers receive an outstanding experience when engaging with Granicus Support.

Essential Functions:

• Develop and execute Support organization strategy managing both strategic and tactical priorities on daily basis.
• Build a world class support team, organization and culture; one that delivers an exemplary experience and thrives on delighting customers.
• Build scalable model that enables rapid growth of team and absorption of new products.
• Utilize metrics and KPIs to bring visibility of our customer experience to the organization and manage performance. 
• Provide recommendations in process, as well as product through customer reporting.
• Liaise between our customers and product teams to enhance our offerings.
• Design, develop and deliver new customer service offerings to delight our customers.
• Manage daily volume and 24X7 coverage model with leads to ensure customer cases are resolved in a timely and effective manner.
• Maintain and improve training for new and existing support team members to promote quick on-boarding as well quick understanding of new product rollouts.
• Mitigate customer escalation through developing direct customer resolution plans.
• Partner with Product and Operations teams on the software release process to promote operations and customer readiness.
• Motivate the team through coaching, career planning and setting individual objectives.

Qualifications:

• 10+ years leading services and or support teams in a software company, preferably SaaS
• Experience managing a multi-tiered support process with respect to customer and business need.
• Deep experience with call center systems
• Passion for public sector success
• Client focus – the desire and ability to understand the drivers of client needs
• Exceptional communication and presentation skills, both written and oral

Leadership Style:

• Desire to build and grow a team through servant style leadership and selfless motivation.
• Can do attitude with confidence to face business challenges head on.
• Honesty and integrity in all areas of business interactions.
• The capabilities of leading by example as well as by direction and vision.
• A desire for constant improvement. A progressive growth mentality.
• Capacity to handle challenging, escalated situations with calm demeanor and approach.

Benefits:

• Office in Downtown Denver with spectacular mountain views
• Company-paid RTD EcoPass
• Fully stocked kitchen with drinks, snacks, and treats
• Health, dental, and vision benefits, and 401K matching
• Tuition reimbursement

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.