Broadsign is making it easier than ever for media owners, agencies and brands to harness the power of out-of-home and connect with audiences across the globe. With presences in 82 countries and growing, powering over 425,000 signs and 187,000 digital screens in airports, shopping malls, health clinics, transit systems and more, Broadsign is at the heart of people's lives.
Broadsign is the leading DOOH software platform that solves many problems for customers globally from the planning phase of a campaign all the way to the delivery of content. Utilized by the largest Publishers in this space provides Broadsign with great opportunity for growth. Growing every year by 25% in the last 4 years, Broadsign is looking at scaling the Technical Support team and preparing it for its bright future.
This opportunity will suit a senior experienced leader who enjoys leading a cohesive team, growing the next level of leaders and strong desire to exceed our customer's expectations. This is also a great opportunity for an individual that enjoys implementing changes in a function and gets excited with the results. Looking for an outgoing individual that enjoys technology and solving a good problem.
This is an exciting time to join a well-established global software company with an extremely strong product suite, supportive and collaborative leadership, high customer loyalty and plenty of opportunity for growth.
Technical Support Director
Reports to: VP Client Services
Direct Reports: Technical Team Leads
HQ Support: Product, Engineering, Finance, Marketing, Human Resources, and Sales.
Location: Montreal. Some travel is required.
Lead a team that provides technical Support on a global scale; maintain overall awareness of department activities and concerning customer issues to ensure that business and departmental goals are achieved.
Lead a team that provides excellent customer services ; your goal is to ensure that all client responses are addressed within defined Service Level Agreement and provide accurate and timely information
Monitoring and reporting on teams' activities and progress via OKRs, metrics and various reporting tools.
Analyze incident records and other data to identify trends or problems being reported by customers.
Coaching and training a team to be fully competent in all the required functions, technology and tools to effectively assist, support and resolve all customer inquiries.
Address any customer complaints and escalations are addressed in a timely manner.
Provide an executive level update during various leadership meetings.
Ensure that procedures, tools and all documentations developed for the team are maintained and up to date.
Working with the VP Client Services to implement and operationalize new support processes and tools to enable the team to scale efficiently and effectively.
Scale Technical Support organization to reduce response and resolution times, increase support quality along with increasing customer engagement.
Transform current support provided from a reactive high touch point service to a proactive support with customer self-serve capabilities.
Identity key process, tools or knowledge improvements that will allow the team to be as efficient as possible while maintaining a high level of customer satisfaction.
Continuously evaluate Technical Support organization to improve efficiency, effectiveness and to identify specific departmental needs.
Oversee Technical Support needs including hiring, mentoring, assessing and ensuring high morale by utilizing HR shared services.
Responsible for fostering and maintaining a culture of continuous improvement within their team as well as championing the continuous improvement efforts that are implemented.
Growing the next level of leaders.
Work with Product and Engineering teams to provide feedback on identified trends and problems from customers and oversee that progress is being made
Work with Product to ensure that the Technical Support team is ready to support new features or products.
Work with Product to provide feedback on required tools or product improvements that can help make the Technical Support team more effective.
Finance and Legal:
Work with the Finance and Legal team to make sure that technical support services committed to customers are delivered and properly being invoiced to customers.
Work with the Sales and Legal teams to help define and negotiate premium SLAs for large enterprise customers.
Work with Marketing on customer communication plans for any Service updates.
Oversee Technical Support team transformations to enable a team that provides proactive support and self-serve support tools for our customers.
Develop a Global Technical Support team that supports the organizational growth.
Oversee that production related problems are resolved effectively and in a timely manner.
Implement a continuous improvement culture within the team.
Create loyal customers by delivering technical support that exceeds customer expectations.
Key Performance Indicators:
In the first 12 months, your success will be measured against agreed objectives/milestones as follows:
Provide feedback and plans that will make the team more efficient.
Provide feedback and plans that will transform the team from reactive to proactive.
Implement year 1 initiatives of the transformation plan
Oversee the delivery of self-serve tools to customers such as case deflection systems to customer communities.
Identify and address Technical Support improvements in key markets that we operate in (APAC, EMEA, LATAM and America).
Identify trends and problems in offered solutions and work with Product and Engineering to address these items.
You have run a global Technical Support team.
You have been responsible for a Technical Support team that provides support for its own in house software platform.
You have transformed or led a Technical Support team that is proactive and focused on providing self-serve solutions.
You have strong customer service skills.
You are a good coach, team player and learner, with high self-awareness and a truly collaborative spirit
You enjoy solving complex issues.
You enjoy implementing changes and enjoy seeing positive results from these changes.
You have a good understanding and knowledge of technology.
Functional and Soft Skills
Strong analytical and problem solving expertise
Ability to drive Technical Support innovation and transformation.
Knowledge on leading edge Service tools and operations to scale teams.
Strong technical knowledge
Strong interpersonal skills.
Strong reporting ability
Mentors and coaches future leaders
Builds a positive culture based on transparency, integrity, doing the right thing, empowerment, respect and competence
Dynamic. energetic, motivated, positive outlook with the ability to multitask and prioritize responsibilities.