Solution Support Director - Military veterans preferred

Responsibilities

We are looking for a dynamic and experienced Support and Community Director with solid SaaS enterprise software experience. You have 5+ years of Support Manager/Director experience and a proven track record in successfully leading support teams and drive high customer satisfaction and engagement.

You will be responsible for leading a growing US based team of 15-20 support specialists that manage complex support cases for blue chip enterprise customers.

We are looking for a future colleague who is excited to balance reactively handling incoming support cases as well as initiating and building new ways to deflect the creation of cases

through self-service, online help and knowledge base articles, educating customers to be self-sufficient, peer-to-peer Community collaboration, and other things we have not even thought about yet.

Duties:

• Build world class proactive Support Experience

• Provide customers with an integrated SaaS experience by interfacing with other departments globally

• Drive a high Customer Satisfaction and Customer Retention

• Recruit, train, manage, expand and retain a highly skilled global Support team

• Customer focused and able to effectively resolve customer concerns and escalations

• Manage department budget to ensure goals are met

• Measure the performance in Support through establishing the right metrics and reports

• Evaluate the performance of Support team members

Education / Qualifications

• Bachelor degree in Computer science or any related field

• 5+ years of experience in software technical support

• 3+ years of experience as a Support Manager in an enterprise SaaS software company

About Hexagon

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.

Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.

Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

Why work for Hexagon?

At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecyle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.

* In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, Asset Lifecycle Intelligence division has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.