Director of Customer Support

Washington, D.C.


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

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Washington, D.C.

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