Director of Enterprise Support

Job Description:
The Director of Enterprise Support is responsible for the overall success of the Enterprise Support teams. The Director is responsible for both developing and leading a team culture of passionate commitment to amazing success of our most important dealer clients with our products and service, and for and unlocking the value from our premier accounts by creating a “thirst for more” through execution, passion, insight, and commitment by the Enterprise team for the Enterprise customer.
This critical role will lead, manage, and mentor the Enterprise support team’s leadership, including establishing, collaborating on, and measuring individual and team goals. The Director reports to and collaborates with the Sr. Director of Customer Support to build a strong internal and external network that enhances the customer experience for our largest and most strategic enterprise groups.

Essential Functions:

• Ensure that strategies are consistently and constantly executed that that cement a deep and positive relationship with our key customer accounts while protecting and maximizing support revenue.
• Drive a culture of accountability that results in a peerless support experience and exceptional client satisfaction.
• Establish and maintain strong working relationships within the Enterprise group’s executive and senior leadership teams.
• Develop and execute strategic plans to achieve customer retention targets and expand our managed products within the Enterprise customer base.
• Act as the top escalation point within Enterprise Support for dealer group and OEM relationship mediations.
• Establish strong working relationships with other teams and cross-functional departments to identify opportunities to improve customer experience and drive business results.
• Collaborate with the Product team, bringing unique insights on real-world customer needs to shape Product roadmap and DealerOn’s ability to further cultivate the premier account base.
• Build a high-performing team, drive operational best practices; and provide a world-class customer experience for our enterprise customers.
• Develop, coach, and manage a team of Enterprise Team Managers to allow for continuous improvement and growth.
• Provide employees with coaching, feedback, and developmental opportunities including leadership development to enhance their skills, motivation, and performance.
• Holds team leadership accountable to the departmental performance metrics to assist with continuous improvement.
• Establish and communicate customer support KPIs that align with the company’s vision; monitor and analyze results, implement needed changes in an Agile manner.
• Ensures customer’s KPIs and SLAs are communicated, understood, and implemented by all related cross-functional teams.
• Apply principles, systems, tools, and data/analytical insights to sustainably improve key performance metrics (KPIs) and continuously drive operational …