Director – Customer Advocacy -Profitable 50 person SaaS Start-Up
San Jose, California
We are the leader of searchable video for the enterprise, combining a video-as-a-service platform with digital media services. Our platform is used by leading global companies for knowledge sharing amongst employees, partners and customers. We have an outstanding roster of F500 customers.
Overview
This role has broad responsibilities for being the principal consumer advocate at the company, including ensuring the outbound deployments meet customer quality standards and also interfacing with customers to ensure timely resolution of issues reported from the field.
As part of product quality responsibilities, this individual will be responsible for creating and executing release acceptance tests and have sign-off responsibilities as part of the release readiness process. As the owner of the Customer Support process, the responsibilities will include establishing incident management systems and ensuring timely resolution of Customer Issues. The ideal candidate will have experience with establishing quality control processes for a SaaS offering and also have experience with managing Customer Support.
Responsibilities
• Be a strong advocate for customers and effectively communicate with other
departments to positively impact the customer experience
• Develop release acceptance tests to ensure that the release meets the high quality r
equirements for customer satisfaction. These tests should be developed in
cooperation with the Engineering QA and the development teams and be
representative of the high quality
expectations of the company and its customers.
• Execute acceptance tests with responsibilities for release readiness sign-off. Work
with the Product Development to ensure timely resolution of issues identified during
acceptance testing.
• Participate as a customer advocate in the cross-functional release readiness
process to determine readiness of a release for deployment.
• Develop a strong and proactive relationship between the customer advocacy group
and the Engineering QA team
• Responsible for dissemination of release related information to other functional
groups like Marketing and Sales, prior to and after the release.
• Implement customer support process for phone, email, and web based support to
meet established SLA requirements
• Liaison between Tech Support group and Engineering to drive the resolution of
customer issues and top feature requests
• Maintain incident tracking database and provide reports on departmental metrics
and other activities to other functional groups
Requirements
• BS or BA in a technical field or equivalent experience
• Proven experience in establishing product quality procedures
• 3+ years experience working on SaaS offerings
• 7+ years experience in managing Customer Support or a customer facing role
• Excellent analytical and problem solving skills with the ability to provide quick
solutions to problems
• Excellent leadership skills and the ability to drive change through an organization
• Strong team player who interacts well with all cross functional teams, partners and
customers
• Good people management skills
• Must have excellent communication skills (both verbal and written)
Please send Cover Letter & Resume to:
Lisa Hammond, Recruiting Consultant
lisa.hammond@comcast.net
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