Director of Client Support

Location / Irvine, CA, United States

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The Company

Mavenlink is a rapidly growing, globally recognized SaaS company that provides technology, expertise, and support that enables organizations throughout the world to conduct business anywhere, with anyone. We believe every business deserves a chance to succeed in today’s fast-moving, connected economy. That’s why we set out to reinvent the way the world conducts business — and why we need people just like you.

Did we mention that Mavenlink is an awesome place to work? You’ll have the opportunity to work in an energetic environment with a smart team that loves what they do.


The Role

Reporting to the VP of Client Success and Support, the Director of Client Support is responsible for managing a global award-winning, 24x7 technical support organization serving Mavenlink’s clientele. The ideal candidate possesses excellent business acumen and technical savvy; a big picture vision, a strong execution capability and the drive to make that vision a reality. The individual will have a high sense of urgency, strong executive presence, and an outstanding history of partnering with cross-functional internal teams to deliver a world class support experience. This candidate will excel in a dynamic, fast paced ever-evolving environment within a leading technology company. This person must have rich experience in providing the best-in-class customer support in the B2B SaaS industry.


The Duties
  • Build and execute on a Client Support strategy and methodology that supports the business needs of Mavenlink clients
  • Serving as an escalation point, collaborate across Support, Engineering, Product, Professional Services and Client Success teams to remove blockers, address inefficiencies, and ensure timely resolution of tickets
  • Drive departmental strategy, budget, and operating planning
  • Hire, develop, and retain the best talent in the industry while ensuring accountability to company and divisional KPIs and OKRs
  • Drive strategic scaling initiatives to reduce the number of incoming cases, improve the client experience and increase efficiency
  • Serve as a thought leader, staying abreast of trends in the Support and SaaS industry, and prepares the organization to scale in the face of company growth
  • Contribute to an environment that fosters collaboration and teamwork through sharing experiences, information, perspectives, skills, and expertise
  • Implement and improve technology and processes with a goal of streamlining activities and improving the consistency of outcomes, working across departments
  • Ensures that Support is always leveraging the latest in features in Salesforce Service Cloud and AI

Qualifications:
  • 12-15+ years leading customer-facing technical support teams with a commitment to providing a superior client experience
  • Bachelor’s degree in Business Administration, Communication or other related field; MBA preferred
  • Excellent verbal, written communication and comfort with public speaking - Fluent English speaker required. Tagolog speaker a plus
  • Expertise and a proven track record successfully supporting B2B SaaS business applications
  • Proven strong people leadership skills, has built and managed direct and virtual teams; managed cross functional and regional teams
  • Experience building, driving and executing strategy
  • Experience building solid peer relationships in order to influence key stakeholders at executive management level across corporate, geo and region
  • Objectivity and openness to others' views and continuously builds a positive team spirit
  • Ability to build a team and to motivate and focus them on the program goals
  • Excellent organization, project management, time management, and communication skills
  • Ability to quickly grasp and succinctly explain technological and business concepts
  • Possess outcome-based approach with a focus on using data for decision making
  • Creative problem-solving ability and forward-thinking mentality
  • Proven ability to collaborate and build relationships with customers
  • Experience with Salesforce Service Cloud, or another comprehensive ticketing and live chat application, a plus
  • Up to 20% travel, including quarterly international trips (Valid Passport required)

Mavenlink is an Equal Opportunity Employer.
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