Director of Customer Support - Munters : Job Details

At MTech Systems, our company mission is to increase yield in protein production to help feed the growing world population without compromising animal welfare or damaging the planet. We aim to create software that delivers real-time data to the entire supply chain that allows producers to get better insight into what is happening on their farms and what they can do to responsibly improve production.

MTech Systems is the industry-leading provider for Live Animal Protein Production Performance Management Tools. For over 30 years, MTech Systems has provided cutting-edge enterprise data solutions for all aspects of the live poultry operations cycle. We provide our customers with solutions in Business Intelligence, Live Production Accounting, Production Planning, and Remote Data Management—all through an integrated system. Our applications can currently be found running businesses on six continents in over 50 countries. MTech has built an international reputation for equipping our customers with the power to utilize comprehensive data to maximize profitability.

With over 200 employees globally, MTech Systems currently has main offices in Mexico, United States, and Brazil, with additional resources in key markets around the world. MTech Systems USA's headquarters is based in Atlanta, Georgia and has approximately 90 team members in a casual, collaborative environment. Our work culture here is based on a passion for helping our clients feed the world, resulting in a flexible and rewarding atmosphere. We pride ourselves for having a working atmosphere that encourages collaboration, exceptional development tooling, training, and ongoing opportunities to work with senior and executive management.

Job Summary

We are looking for an Enterprise Director of Customer Support that has a track record of successfully implementing and developing a Customer Support Department inside a SaaS-based organization. Individuals that enjoy a fast-paced environment, overseeing hands-on work and are passionate about customer service will thrive in this role. The Director of Customer Support will report to the VP of Operations and be responsible for the development of strategy, priorities and goals for a team of technical support resources.

The Director of Customer Support will be accountable for ensuring that MTech has a customer-centric focus across all business functions and departments. This individual will serve as the leading voice of MTech 's customer base and will oversee fast growing markets in North America, EMEA & APAC. Our vision is that Customer Support becomes an integral part of who we are as a company so that our customers gain value through our products and services.

Essential Functions & Responsibilities

The Director of Customer Support will execute the vision of a multifaceted Enterprise SaaS Support Department. Essential responsibilities include, but are not limited to:

• Drive and implement the vision of Customer Support at MTech.
• Scale Customer Support across MTech's global footprint (Europe, Middle East, Africa, Southeast Asia and Latin America).
• Hire, train, mentor and develop a team of customer support resources and managers. Create and implement job roles and expectations for all team members.
• Develop and implement workflows and processes to support MTech customers and the user community.
• Determine and implement the metrics and KPI's relevant to MTech's customers support goals and initiatives.
• Increase product adoption, customer loyalty and retention through the provision of prompt and accurate issue resolution.
• Champion client priorities with Product Development, Customer Success and Project Implementation.
• Collaborate with Customer Succes to provide product feedback.
• Deliver positive outcomes by using data and analytical strategy to make decisions.
• Deliver Continuous Improvement and Feedback Loops/Processes.
• Establish mechanisms for gathering feedback from customers and internal teams to continuously improve ways of working, processes, and the overall customer experience.
• Lead and develop internal talent. Grow team knowledge and create scenarios for resource development/promotion.
• Leverage software systems (Zendesk) to provide desired company reporting and track team results.

Experience, Skills and Qualifications

• College degree in applicable field required.
• 6+ years of experience leading support teams in a customer facing capacity.
• 6+ years of experience leading a global Customer Support Organization in a SaaS based industry, or with a SaaS product.
• Proven track record of scaling a Customer Support Department/Team in a fast-paced SaaS organization.
• Deep understanding of software business models, with knowledge of subscription and renewal revenue models.
• Strong decision making and problem-solving ability backed by a strong mindset and goal-oriented attitude.
• Excellent verbal and written communication skills.
• Knowledge of or experience with animal agriculture and/or poultry highly preferred.

Travel and Commute Requirements

• Up to 20% of domestic and international travel as required by customers and business requirements.
• Regular presence (2-3 days/week) to the MTech offices in North Atlanta.

EEO Statement

Integrated into our shared values is MTech 's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. MTech is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at MTech has an ongoing responsibility to respect and support a globally diverse environment.