Advisor360° is looking for a client-focused, dynamic, experienced, hands-on, versatile Customer Service & Support leader with well-tested skills related to ongoing and scaling support activities such as those associated with managing an enterprise-class SaaS platform. Candidates need experience building distributed teams, proposing strategies, defining and expanding service offerings, directing and participating in day-to-day service and support activities, interacting directly with customer teams, integrating with a Customer Success function, interfacing across many corporate organizations, building out and measuring via KPIs/metrics, and will have pursued these activities as part of a SaaS-focused product company. You will report to our SVP of Customer Success and Operations and will be responsible for Advisor360°’s current Service & Support organization and related operational functions.

Key responsibilities

• Pursue and evolve all Service & Support activities associated with our Enterprise-class SaaS products and the infrastructure they run on.
• Provide internal desktop and IT services to internal personnel, while maintaining our IT infrastructure.
• Develop and execute Service & Support strategies and processes with a strong focus on continual improvement and service excellence.
• Ensure “Enterprise-class” services are provided to installed based customers.
• Direct day-to-day activities around installed based reported incidents, defects, requests, questions, and other support-related cases.
• Proactively track, assess, and improve overall efficiency and productivity within the service organization as it supports internal and external customers.
• Maintain, evaluate, and evolve the tooling strategy for Service & Support, considering options and state of the art.
• Provide focused, level-headed leadership when facing critical escalations and service events.
• Work closely with integrated third parties and partners whose technology embeds in our platform and infrastructure.
• Monitor and assess all client activities such as influx and service times to identify opportunities to improve client satisfaction.
• Be accountable for service results through transparent tracking of client-specific SLAs and service goals.
• Own client feedback survey results to drive increased client satisfaction.
• Communicate regularly, internally, and externally, related to service accomplishments, challenges, plans, and performance.
• Partner closely with Customer Success Managers to track, assess, and drive improvements in all forms of customer service and to drive CSAT and NPS results.
• Collect and evolve our overall client focused metrics activities providing data and measurements to internal partners such as Customer Success.
• Align and partner with Engineering, Operations, Infosec, Training, and Product teams to assure success across the full-service life cycle and work to reduce burden associated with support in these organizations.
• Ensure operational readiness (e.g., process, training) for new clients/products/features/functions in collaboration with Product, Engineering, Client Onboarding, and Customer Success teams.
• Lean in to drive a “client-obsessed” culture in the service organization and throughout the company.
• Manage and motivate the services organization as they face challenges and demanding customers, and work to satisfy them.

Requirements

• 10+ years of professional experience as part of and leading a Service & Support team within a fast-paced environment, start-up, software product company, or SaaS organization.
• Exposure or direct involvement with Customer Success teams and functions.
• Bachelor's degree or higher in a related field.
• Experience hiring, building and managing at least mid-sized distributed support teams and identifying areas for operational improvement.
• Experience building scalable support processes and tools.
• Experience supporting customers in a 24x7x365 environment.
• Demonstrated attention to detail and strong planning, budgeting, and organizational skills.
• Hands-on experience with Service and Support workflow tools such as ServiceNow
• Experience building or supporting differentiated tiers of service or unique customer segments.
• Experience supporting SaaS-based solutions.
• Strong collaboration and problem-solving skills with a desire to put forth the best solution possible.
• Ability to take direction, listen closely, and work independently based on directions and guidelines.
• Local to Weston, Ma. and available to work in a Hybrid office environment (3 days in office required)