Department: Customer Success & Operations (CSO)

Reports to: Vice President, Customer Success & Operations

Location: Broomfield, Colorado, USA

About ZOLL Data Systems

At ZOLL Data Systems, we believe that medics, firefighters, dispatchers and the patients they serve should have better experiences during some of the most stressful times of their lives. We build software and services to help them achieve that.

In ZOLL Data Systems Customer Success & Operations (CSO), we are partnering with our customers and employees to lead our transformation from:

• traditional enterprise software, one-time services focused on configuration & training, and reactive escalation management
  • to:
• cloud-based SaaS solutions, proactive Customer Success focused on delivering desired outcomes, and consultative Technical Support

The single most important objective of ZOLL Data Systems Customer Success & Operations (CSO) is to help our customers achieve their desired outcomes. A key internal mission of CSO is to keep employees engaged by making sure they are heard, growing, and keenly aware of how their daily work contributes to the mission of our company.

ZOLL Data Systems is a wholly-owned subsidiary of ZOLL Medical Corporation. ZOLL Data Systems is the market leader in SaaS, enterprise, and mobile software solutions for the EMS industry (Emergency Medical Services), including applications focused on dispatch, billing, patient care, and fire departments. ZOLL has been one of the Denver Posts' top workplaces for 5 years running and a 2015 Denver Business Journal Healthiest Employer. For more information on what it’s like to work at ZOLL, check us out on Facebook!

About this role:

We are seeking a Director of Technical Support and Managed Services to join our Customer Success & Operations Senior Leadership Team.

The single most important objective of the Director of Technical Support and Managed Services is to ensure that our customers achieve their desired outcomes from our technical support and managed services.

Responsibilities

In this role, you will:

• Drive the design and delivery of technical support and managed services for our suite of 15+ enterprise / SaaS / mobile EMS, firefighting, dispatch, and billing software solutions to approximately 1,000 customers in North America, submitting thousands of cases/tickets annually
• Strive to achieve SLAs for responsiveness and customer satisfaction with Technical Support and Managed Services
• Develop and implement processes to improve customer outcomes, efficiency, and Support/Services revenue profitability
• Identify and create new one-time and recurring Technical Support and Managed Services offerings to improve the customer experience, increase the value of customer outcomes, strengthen customer loyalty, and drive advocacy / adoption / expansion / retention
• Directly manage at least three Managers who each have teams of 6-12 people
• Build a high performing team of Customer Success Technical Support and Managed Services professionals
• Develop objectives, key results, dashboards and a cadence of review / accountability that drive improved customer experience, achieved customer outcomes, and the key revenue / operating objectives of ZOLL Data
• Serve as a member of the CSO senior Leadership Team, partnering with the other members to develop and continuously improve the department’s vision, mission, values, rallying cry, objectives, key results, initiatives, processes, tools, data, organizational structure, and people
• Partner with Marketing, R&D, UX, Sales, Technical Support, Managed Services, IT Operations, and Customer Success Management to design the appropriate Technical Support and Managed Services experience as it relates to our content, products, service offerings, contract structure, pricing strategy, PS-to-Support/Managed-Services-handoff, and issue escalation process
• Oversee our portfolio of Technical Support and Managed Services contracts to track customer satisfaction
• Design and improve Technical Support and Managed Services programs, offerings, tools, process and data
• Engage with customers to build relationships and learn their experiences with us

Qualifications

You may be a good fit as our next Director of Technical Support and Managed Services if you are:

• A servant leader who inspires action, coaches thoughtfully, strives for continuous improvement in your leadership, practices & expects self-accountability, and embraces ownership of your people’s success
• A compassionate customer advocate who learns about your customers’ business, partners with them to plan success, and continuously delivers their desired outcomes
• A technical, intellectually curious learner who wants to know how things work, seeks to understand the root cause of why things break, and insists on being a product expert
• A process-oriented, analytical thinker who seeks to constantly assess the current state of systems, and implement improvements
• A metrics-obsessed, data-driven problem solver who places great value on systems of record, looks for stories in the numbers, and acts based on quantitative insights
• An organized, detail-oriented communicator who seizes opportunities to tackle big problems, set goals, build plans, rally teams of change agents, and lead cross-functional initiatives
• A person who has a good sense of humor, can laugh at themselves, remembers that we’re all human, and keeps good perspective about what’s truly important in life
• A developer of people/teams who consistently practices key fundamentals of management like OKRs, continuous feedback, 1:1s, retrospectives, team meetings, skip levels, 360s, and both praise and criticism based on specific behaviors
• A change leader with a growth mindset who wants to partner with R&D, Sales, Marketing, and Finance to lead our customers and our employees through our transformation from enterprise software to SaaS
• An energetic, wildly optimistic, driven, results-oriented leader with:
  • A Bachelor’s Degree
  • At least 5 years experience as a SaaS technical support or managed services analyst, consultant, engineer or specialist
  • And at least 5 years experience building and leading successful SaaS Technical Support and Managed Services teams in Customer Success organizations

ZOLL is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, gender identity, genetic information, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.