Director, Customer Support

Director, Customer Support (Tech)

Location: Remote, USA

Employment Type: Full-Time

Compensation: $130,000.00 - $175,000.00 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.

Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

The Director of Customer Support is responsible for the global operations of the Customer Support team focused on technical support. This position leads, guides, and mentors a team of approximately 50 employees (including Customer Support Managers and Technical Support Engineers) across NA, EMEA and APAC geographies, with the goal to provide seamless 24/7 OneStream support and attain a world-class customer experience. As such, this position may require additional working hours and the ability to be "on call" as deemed necessary by the business.

The Director of Customer Support is responsible for building and enabling the Customer Support team across geographies (NA, EMEA, and APAC), embedding best practices, and managing key customer relationships and escalations. This role will work very closely with the VP of Customer Support and the Director of Customer Support (Application) to align business practices to OneStream's broader strategy, develop the team, and drive organizational effectiveness.

Primary Duties and Responsibilities

• Drive departmental efficiency through aligning work to key performance indicators (KPIs) analyzing performance metrics to identify trends and perform remedial actions where necessary.
• Act as an escalation point for high severity customer and partner requests across all geographies (NA, EMEA, and APAC).
• Complete compliance documentation and configuration checklists.
• Identify and develop strategies to increase efficiency and remove barriers for Technical Support Engineers.
• Define and implement methods, procedures, tools and policies to ensure high-quality service is delivered to customers.
• Build, drive, and sustain a high-performance culture committed to continuous improvement.
• Provide strategic leadership to Customer Support Leadership through coaching, feedback, developmental goals and performance management.
• Provide guidance on departmental reporting to managers, with ultimate ownership responsibility for reporting into CSRC leadership.

Required Education and Experience

• Track record (e.g. 3-5 years) of people leader supervising teams across multiple geographies (NA, EMEA, APAC).
• 6-8 years of hand-on experience in support ticketing or Helpdesk.
• Documentable experience in handling complex customer escalations with positive outcome.
• Working knowledge of finance and accounting practices.
• Superior knowledge of common business applications such as Microsoft Office Suite and ServiceNOW.
• Bachelor's degree in a technology-related field, or equivalent work experience.

Preferred Education and Experience

• 5-10 years in people leader and performance coach capacity.
• 2 years' experience with OneStream Software/OneStream Marketplace Solutions.
• Experience with IIS, SQL Server, Microsoft Azure.
• Prior experience with SAP Outlooksoft BPC, SAP BOFC (Cartesis,) Hyperion HFM, FDM, Planning, Essbase, IBM Cognos, or other EPM solutions.
• Previous experience of working in full compliance with global privacy and compliance protocols (e.g. GDPR, ISO standards).
• Knowledge of additional languages (other than English).

Knowledge, Skills, and Abilities

• Strong people leadership skills to lead, motivate, and develop a team of engineers.
• Customer-centric mindset and ability to prioritize work around client needs.
• Can-do attitude able to design unique solutions following customer requests.
• Proven track record in influencing internal and external stakeholders' decisions.
• Strong problem-solver who collaborates with other teams to design effective solutions.

Supervisory Responsibilities

• This position is responsible for the direct supervision of the Customer Support Managers and Technical Support Engineers.

Travel

• Travel Requirement: Some degree of travel (national and international) can be expected, based on business needs.

Who We Are

OneStream is how today's Finance teams can go beyond just reporting on the past and Take Finance Further by steering the business to the future. It's the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com.

Why Join The OneStream Team

• Transparency around corporate structure, salary, and benefits
• Core value of customer success
• Variety of project work (not industry-specific)
• Strong culture and camaraderie
• Multiple training opportunities

Benefits at OneStream
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:

• Excellent Medical Plan
• Dental & Vision Insurance
• Life Insurance
• Short & Long Term Disability
• Vacation Time
• Paid Holidays
• Professional Development
• Retirement Plan

All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.

OneStream is an Equal Opportunity Employer.

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