Director of Support
Patmos · Kansas City, MO · 1 mo ago
On-siteCustomer ServiceFull-time
Key Responsibilities
- Strategic Definition of the Support Function
- Define and build a comprehensive paid support offering with oversight from leadership, including:
- Standard and premium support tiers
- Premium support tier pricing dimensions (e.g., dedicated named Technical Account Managers, shared TAM pools, etc.)
- Go-to-market strategy, target customer profiles, and buying propensity signals
- Collaborate with the VP of Sales and peers for required sign-off on the support model.
- Process, SLA & Operational Excellence
- Define and document Standard Operating Procedures (SOPs) for all levels of support, establishing clear, measurable Service Level Agreements (SLAs) and a detailed plan to implement SLA measurement and tracking.
- Metrics, Reporting & Executive Alignment
- Design the support metrics and dashboards that will be reported to the Senior Leadership Team (SLT) and Executive Leadership Team (ELT).
- Obtain sign-off from both the VP of Infrastructure and VP of Sales on the desired metrics, implementation timeline, baseline establishment, execution plan, and end-of-year improvement goals.
- Systems & Integration Leadership
- Lead the integration of all support activity into the company CRM, in partnership with the CTO and VP of Sales.
- Own systems selection and the integration plan, with peer review by the CTO prior to implementation.
- Revenue-Aligned Objectives (Dotted-Line Influence)
- Collaborate closely with the VP of Sales each quarter to define and mutually agree upon additional strategic objectives that are critical to executing the vision for the Support function.
- Ensure all support initiatives are tightly aligned with revenue goals through the dotted-line relationship with Sales leadership.
- Team Leadership & Scope Definition
- Build, lead, and scale the Support team as the function grows.
- Continuously refine and expand the scope of the support organization (currently focused on datacenter, with future expansion into software and networking layers) in partnership with both the VP of Infrastructure (solid line) and VP of Sales (dotted line).
- Successful definition and launch of paid support tiers with clear GTM strategy (with required sign-off).
- Fully documented SOPs with measurable SLAs and implementation plan.
- Executive-approved support metrics framework (signed off by both VPs) with baselines and improvement goals.
- Complete integration of support activities into the CRM.
- Strong collaboration demonstrated through the dotted-line relationship with revenue leadership while maintaining operational excellence under Infrastructure.
- You will drive the Support function forward with meaningful autonomy and initiative, while working under the clear oversight of your solid-line and dotted-line reporting relationships:
- Solid line to VP Infrastructure: Operational delivery, team management, and infrastructure alignment.
- Dotted line to VP Sales: Goal setting, prioritization, MBO definition, and ensuring support drives revenue outcomes.
- Proficiency with technology and business tools
- 5 - 10 years