Dedrone is seeking a Director of Support to manage the support and post-sales organization. The individual selected for this role will be a highly energetic self starter. The Director must have a strong customer focus and will ultimately be in charge of customer support for our existing customers, operational activities within our support group, and our ongoing support of cloud and on-premise deployments.

• Resolving customer support related issues & contribute towards improving overall customer support
• Operational performance improvements to reduce customer call volume and software deficiency items
• Set, meet and monitor departmental goals to drive optimal performance within Support
• Focus on the overall value of customer relationships, including reference-ability, & ways to drive incremental revenues from the customer base
• Regular process review to improve efficiencies wherever possible
• HR responsibilities for the Support team
• Travel on occasion, primarily customer support visits, user group meetings, and/or customer conferences
• Performance monitoring and explanation of required corporate metrics
• Act as senior point of escalation for customer issues
• Manage the support database for the current software support ticketing system

• 8+ years of senior management experience and managing a team of 10 or more people
• Ability to interpret customer requests and problems and turn those into solutions
• Identify opportunities and create solutions to meet the business requirements
• Ability to manage multiple projects and tasks
• Effectively managing priorities for Dedrone corporate, our customers and our employees
• Excellent communicator; ability to listen to and analyze customer and employee ideas and concerns, and action those accordingly
• Available to travel on an as needed basis
• Can effectively handle change management
• Can provide effective facilitation to client groups and employees regarding change management and business process changes
• Free thinker, self-confident; is not afraid to voice concerns about our direction or decisions and would actively interact in management meeting; constantly looking to improve processes and business practices instead of accepting status quo
• Understands the value of customer interaction and quality customer support
• Proven ability to establish strong relationships at various levels within a customer organization and develop a long term business partnerships, that should ultimately facilitate driving additional revenues through the base while at the same time provide greater business value to the customer
• Experience with support management tools such as Salesforce, Gitlab, and integration into communication infrastructure as well as tracking metrics for these
• Bachelor's Degree, Master's Degree preferred