Sr. Director, Technical Support

OpenGov
parental leave, 401(k)
United States, Texas, Plano
Mar 01, 2025
OpenGov is the leader in AI-enabled software for cities, counties, state agencies, and special districts. With a mission to power more effective and accountable government, OpenGov serves 2,000 communities across the United States. OpenGov is built exclusively for the unique asset management, permitting and licensing, procurement and contract management, tax and revenue, budgeting and planning, and financial management needs of the public sector. The OpenGov platform empowers organizations to operate more efficiently, adapt to change, and strengthen public trust. Learn more or request a demo at opengov.com Job Summary: This role requires strong leadership, excellent communication skills, and a deep understanding of Cloud products and the software industry. The Sr. Director, Technical Support is proactive, customer-focused, and a technically skilled problem solver. The Sr. Director, Technical Support will lead our Support Center of Excellence, fostering a culture of accountability, collaboration, and innovation in alignment with the OpenGov mission of "Powering more effective and accountable government." The OpenGov Support Center of Excellence utilizes a POD system to provide software support to our customers. Each POD is a specialized team of Subject Matter Experts (SME) for an OpenGov product. Each product contains a number of modules all requiring extensive knowledge as well as how to apply workflow concepts for multiple customer use cases including specific terminology for that field. Our goal is to ensure our customers' have an effortless experience with every support interaction and that we are an aligned partner committed to successful business outcomes. The Sr. Director, Technical Support will lead a team of technical support managers responsible for providing technical support via Phone, Chat, Web, and Email. The Sr. Director, Technical Support is ultimately responsible for all support cases, ensuring KPIs are met or exceeded and that CSAT results are aligned with our support goals. The Sr. Director, Technical Support will report directly to the Vice President, Customer Solutions and will also partner with leaders in Customer Success, Product & User Experience, Engineering, and Professional Services. Responsibilities: Utilize AI to provide best in class support experience to our customers Manage a team of technical support managers Manages activities of all disciplines and product support teams Provide technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely manner and meeting or exceeding service levels Execute on strategic objectives, build culture, and proactively position the team for success Provide technical guidance, ensure team is technically proficient in the products and well-versed in the most recent technologies and tools Serve as technical approver for production downtime to complete maintenance and new feature releases Participate in Product Advisory Board and lead Customer Insights by providing technical support challenges from product defects, enablement and enhancements for the product roadmap to improve the Customer Experience Participate in crisis meetings and collaborate with Engineering and Customer Success on return to service Drives the strategy and success of larger projects which contribute to multiple areas of the organization Utilize service management system (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards resolution goals for cases Strategic leader with the ability to develop and execute initiatives to enhance the customer experience and drive business results Customer-centric mindset with a passion for delivering exceptional service and building long-term customer relationships Track support KPIs, provide visibility around observed trends and areas for improvement Ensure case quality standards are met by all technical support professionals Implement processes, tools and automation to streamline support workflows and improve response times Optimize resource allocation and budget management to maximize the effectiveness of the technical support team Recruit, train, and mentor a high-performing technical support team Continue to develop the technical skills needed to meet the evolving needs of the business Maintain a strong relationship with customers and internal stakeholders in support of the customer success mission Maintain schedules and rotations to ensure interactions are answered and SLAs are met Lead assigned projects that are required to meet corporate and department objectives Requirements and Preferred Experience: Bachelor's degree or equivalent experience preferred Minimum of 2 years direct people management experience required Minimum of 5 years of Support Center experience with SaaS and mission-critical products required Experience leveraging AI tools preferred Advanced understanding of technical support best practices, tools, and a proven track record in leading technical teams required Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and senior management required Advanced proficiency with a Service Management System (Salesforce Service Cloud, ZenDesk, Service Now, etc.) required Advanced proficiency of ITIL Service Management best practices with an emphasis on Incident Management, Problem Management, Change Management, and Release Management required Advanced analytical mindset with proficiency in using data and metrics to measure performance and inform decision-making required Strong aptitude for mastering new software applications and tools required Strong tactical decision-maker, handles unforeseen issues required Strong aptitude to analyze problems that are not clearly defined and use conceptual thinking to obtain results required Excellent organizational, time-management, and prioritization skills required Advanced ability to handle multiple competing priorities required Advanced ability to handle high-pressure situations and de-escalate sensitive customer situations required Advanced ability to lead and execute on projects or key initiatives independently required Must be able to work in the Plano, TX office 5 days a week Experience working with government (state or local) customers preferred On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location. Why OpenGov? A Mission That Matters At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it's the core of our democracy. Opportunity to Innovate The next great wave of innovation is unfolding with AI, and it will impact everything-from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We've touched 2,000 communities so far, and we're just getting started. A Team of Passionate, Driven People This isn't your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune. A Place to Make Your Mark We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within. Benefits That Work for You Enjoy an award-winning workplace with the benefits to match, including: - Comprehensive healthcare options for individuals and families. - Flexible vacation policy and paid company holidays - 401(k) with company match - Paid parental leave, wellness stipends, and HSA contributions - Professional development and growth opportunities - A collaborative office environment with weekly catered lunches