Director, Customer Support

Director, Customer Support Services

At our company Animal Health, we deliver innovative health solutions that advance the prevention and treatment of diseases in animals. We are seeking a Director, Customer Support Services to provide strategic leadership that elevates operational efficiency and drives customer success. Reporting to the Executive Director of Channel Operations and Engagement, this individual will lead a team that will champion cross-functional improvements, project execution, and IT-enabled enhancements to our customer support systems and processes. If you are passionate about boosting customer satisfaction through operational excellence within the channel and have a proven track record in leadership, project management, and partnering with IT, we invite you to join our dynamic team.

Responsibilities :

• Provide leadership and strategic direction to ensure the highest level of customer support and operational efficiency.
• Develop a strategic plan to develop a digital self-service and automation path forward with clear performance targets and governance.
• Be a visionary for automation for our channel business by driving IT initiatives that gain automation and efficiency.
• Lead a team that maintains accurate project tracking, customer account records, and supporting documentation.
• Act as point for operational escalations; coordinate cross-functional response and customer communications.
• During system incidents or service disruptions, lead triage, ensure status updates for customers and internal reps, document impact, and drive post-incident reviews.
• Oversee and be accountable for the performance and results of the Customer Support department inclusive of strategy and project management.
• Develop and execute functional business plans.
• Leverage relationships with internal stakeholders and customers to support business needs and enhance customer satisfaction.
• Apply business and management expertise to drive financial and operational performance across the Customer Support department.
• Direct the resolution of highly complex or unusual customer service-related issues and business problems.
• Partner with IT and Regional Operations to drive clear end to end integrations ensuring reliability, data quality, and user adoption to give a best-in-class customer experience.
• Lead root-cause analysis for system-related customer issues and drive corrective actions with internal stakeholders.
• Ensure the department achieves its goals by developing and implementing short- and long-term plans that align with the overall North American organization and Animal Health divisional strategies.
• Oversee the provision of technical knowledge, advice, and support to sales representatives, resellers, and customers during the sales process and post-sales / implementation.
• Lead a team that maintains accurate project tracking, customer account records, and supporting documentation.
• Ensure timely completion of work orders to meet customer needs.
• Foster a customer-centric culture within the business, ensuring that customers receive the best possible service.

Qualifications :

Education Requirements :

Exceptional leadership and team management skills :

Required Skills :

Preferred Skills :