Client Technical Support Director

Job Title: Client Technical Support Director

Location: Remote - USA

Job Description:

Sapiens is on the lookout for a Client Technical Support Director to become a key player in our North America team. If you're a seasoned Client Technical Support Director pro and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.

This position will be part of Sapiens’ SNAP division. For more information, Click here

Position Summary:

The Director of Client Technical Support will report to the VP of Program Management to provide leadership and oversight of leading and managing production support for the CoreSuite for Workers’ Compensation solution.  Using extensive technical SaaS support management experience, the Director of Client Technical Support will establish a strong working relationship and will manage senior management interactions with the client, our internal project management team, and the internal Cloud services team to ensure successful product upgrade delivery and support resolution. 

This role will focus heavily on leading a project management and technical support team to ensure the success of product upgrades and day to day technical triage and resolution of support tickets.  This team will consist of the project manager(s), business analyst(s), technical architect(s), cloud services technicians, technical delivery and quality assurance analyst(s). This individual must have the ability to manage communications effectively with internal and external stakeholders while also managing the customer expectations and ensure proper product support management and adherence to defined contract terms. 

This role involves coordinating incident management and problem management to ensure high availability and performance of applications.  This individual will also be responsible for developing and implementing strategies to improve customer satisfaction and team productivity.  A successful candidate will have strong leadership skills, technical knowledge, excellent communication skills, experience in managing customer support operations and experience in problem-solving in a fast-paced environment. 

Professional Responsibilities:

• Lead and manage a team of product support personnel to provide exceptional customer support service and technical support. 
• Oversee the resolution of production issues, ensuring timely and effective resolution. 
• Provide timely notification of outages and interruptions to stakeholders.
• Provide technical assistance in resolving issues and escalating when necessary.
• Develop and implement standard operating procedures for production support processes.
• Serve as point contact with cross-functional teams (Cloud services and IT).  This includes environment strategy/planning, maintenance updates and issue resolution.  This includes identifying areas for improvement and developing response plans to provide exceptional customer service.
• Monitor performance of environments and proactively identify areas for improvement with Cloud services team.
• Oversee product support team responsible for ongoing alignment of the customers code version with the base version as well as periodic upgrades per contractual commitments.
• Manage product deployments and release upgrades.
• Manage assignment and performance of staff responsible for monitoring daily batch including on-call staff as necessary.   Manage on-call pay for assigned staff as necessary.
• Manage and prioritize support tickets, ensuring effective issue resolution and delegation to team members.
• Advise team on whether certain activity is considered billable vs non-billable and review financials/invoices monthly.
• Monitor performance metrics and customer service level agreements (SLAs) and ensure adherence to contractual commitments.
• Prepare and present executive reports that provide production support metrics, SLA performance.
• Analyse incident trends and implement preventive measures to reduce recurrence.
• Coordinate with internal cloud services team to manage scheduled environment maintenance activities with proactive communication with clients as necessary.
• Lead business unit product team to support the Cloud services team for Disaster Recovery testing.
• Act as a point of escalation for critical problem issues and communicate status to stakeholders.
• Foster a culture of continuous improvement within the team.

Minimum Qualifications and Requirements:

• Minimum of 10 + years of technical support experience with experience managing a team of technical support personnel. 
• Excellent interpersonal and communication skills, with the ability to build and maintain relationships with stakeholders at all levels. Ability to effectively communicate technical information to non-technical individuals. 
• Experience in managing and leading a team, technical know-how in troubleshooting hardware and software systems, and ability to interact with cross-functional teams and stakeholders.
• Ability to work well under pressure in a fast-paced environment.
• Experience managing help desk ticketing systems
• Strong problem-solving skills and ability to manage multiple priorities simultaneously.
• Strong leadership skills, previous experience managing and mentoring technical support teams, and customer-focused attitude are essential.
• Excellent analytical and problem-solving skills, as well as the ability to manage multiple projects.  This includes managing teams responsible for application upgrades.
• Superior written, verbal, presentation, and analytical skills
• Superior problem-solving, issue resolution, negotiation, and diplomacy skills
• Demonstrable track record of successful leadership
• Bachelor’s degree in Computer Science, information systems or related field a plus

About Sapiens

Sapiens International Corporation (NASDAQ and TASE: SPNS) is a global leader in intelligent insurance software solutions. With Sapiens’ robust platform, customer-driven partnerships, and rich ecosystem, insurers are empowered to future-proof their organizations with operational excellence in a rapidly changing marketplace. We help insurers harness the power of AI and advanced automation to support core solutions for property and casualty, workers’ compensation, and life insurance, including reinsurance, financial & compliance, data & analytics, digital, and decision management. Sapiens boasts a longtime global presence, serving over 600 customers in more than 30 countries with its innovative SaaS offerings. Recognized by industry experts and selected for the Microsoft Top 100 Partner program, Sapiens is committed to partnering with our customers for their entire transformation journey and is continuously innovating to ensure their success.

At Sapiens, we are dedicated to building a diverse, equitable, and inclusive work environment. We believe that diverse perspectives, backgrounds, and experiences make us stronger and more innovative. We are committed to creating a culture where every individual is valued and can thrive regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic.

Sapiens is an E-Verified & Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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