Sr. Director of Customer Support, Americas | Cloud & On-Prem

Lead a large, multi-disciplinary Customer Support organization responsible for the full SaaS product portfolio across On-Premise and Cloud environments. This role oversees Tier 2-3 engineering teams, a group of Technical Account Managers, and offshore support operations, totaling approximately 60 support professionals across multiple global sites.

• Lead and manage Tier 2, and Tier 3 support teams, including offshore operations (approximately 60 engineers).
• Own end-to-end customer support for Cloud and On-Premise customers across the Americas.
• Strengthen customer relationships and drive measurable improvements in CSAT and customer loyalty.
• Ensure strict adherence to SLAs, KPIs, and contractual service commitments.
• Drive Continuous Improvement initiatives by analyzing field issues and implementing corrective actions.
• Deliver exceptional service quality, communication, and technical resolutions.
• Build strong cross-functional partnerships with Professional Services, R&D, Cloud Operations, and Product teams.
• Manage customer engagement and escalation processes, ensuring timely, transparent, and effective resolution of critical issues.
• Build, inspire, and retain a high-performing team within the America region, including matrix-managed environments.
• Lead initiatives to reduce backlog, improve operational efficiency, and optimize support processes.