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Support Director

extra holidays
Remote: 
Full Remote
Contract: 
Full time
Work from: 
Canada

Offer summary

Qualifications:

Bachelor’s degree in Business, Management, IT, or a related field preferred., 5+ years of experience in a customer service or support role, with proven leadership skills., Excellent written and verbal communication skills with the ability to engage with diverse audiences., Strong technical aptitude and experience with customer service software and tools..

Key responsabilities:

  • Lead a team of Support Managers to provide exceptional service and consulting to clients.
  • Manage resources and processes to ensure prompt response to client requests and timely resolution of issues.
  • Analyze client feedback to identify opportunities for improvement and provide updates on team performance.
  • Create standardized processes to drive business results and hold teams accountable for performance.

Stoneridge Software logo
Stoneridge Software SME http://stoneridgesoftware.com/
201 - 500 Employees
See all jobs

Job description

Stoneridge Software began with the desire and understanding of what it takes to succeed in implementing business software solutions for the benefit of client’s business goals. Founders Eric Newell, Becky Newell, and Cody Marshall recognized the need for a strategic business partner who could not only deliver software implementations but excel at it. As a 2024 Inc. Best Workplaces Honoree, a member of the Microsoft Inner Circle, and an award-winning Microsoft Solutions Partner, we have crafted a meticulous approach to project delivery. Our commitment to long-term support empowers our client’s success, and we approach our work with integrity, tenacity and a culture of continuous improvement. 
 
As a Stoneridge team member, it is important to us that your work is balanced with the rest of your life. We foster a flexible work environment and promote a remote-forward culture with team members located across North America. We also have office locations in Fargo, ND, Minneapolis, MN and Winnipeg, Manitoba, where we welcome our teams to collaborate in person. Team members at Stoneridge benefit from an environment of collaboration and curiosity, backed up by continuous learning opportunities, personalized development plans, flexible time off, and many more benefits. We strive to maintain inclusive benefits that bring a sense of belonging to all of our team members.

It's our mission to help clients win through intentional leadership, thoughtful teaching, and eye-opening possibilities. With specialties in the entire suite of Microsoft Dynamics business applications and complementary Microsoft technologies, Stoneridge focuses on not only attracting the most knowledgeable, tenacious consulting experts in the field but building up that expertise from within. Come join us on this exciting journey! 



At Stoneridge Software, we have a legacy of exceptional support and we’re looking for a leader to create an environment for us to continue and extend that legacy. We are looking for an experienced strategic leader who will lead a team of Support Managers and their support teams to provide exceptional service and consulting to Stoneridge clients. Your primary responsibilities include managing resources and processes to ensure prompt response to client requests, timely resolution of client issues, and effective management of escalations ranging from invoice disputes to dissatisfaction with services provided or the product implemented. You will analyze client feedback to identify opportunities for improvement and provide updates on team performance.  You will be integral in the budgeting process and accountable for revenue and margin targets.  The Director of Support role will be accountable to create standardized processes to drive business results and hold teams accountable.  A key component of your responsibilities revolves around efficient use of resources to deliver world-class support. Your team includes very senior resources with the opportunity to develop new resources and extend our subcontractor network.  We will be looking for the Support Director to lead the charge on AI-based automation for our service plans to help us create the most sought-after and profitable service plans in the industry. They will help manage and support our practices focused on Microsoft Dynamics and Cloud Technologies. 

A Day in the Life
  • Leadership Development: Providing guidance and support to help managers and the team grow in their roles. This includes mentoring, coaching, and offering opportunities for professional development across practices focused on Dynamics F&SCM/AX, Dynamics BC/NAV, Dynamics GP, Dynamics CE, Cloud Technologies including Azure, Security, Managed Services, and PowerPlatform. 
  • Strategic Alignment: Ensuring that all managers understand and align with the organization’s strategic goals. This involves clear communication of the vision, mission, and objectives, and making sure managers cascade this information to their teams. 
  • Performance Management: Setting clear expectations and performance standards for managers. Regularly reviewing their performance, providing constructive feedback, and recognizing achievements are crucial for maintaining high standards. Ensure strategic hiring and minimal attrition. 
  • Empowerment and Delegation: Trusting managers to make decisions and empowering them to take ownership of their areas. This involves delegating responsibilities appropriately and providing the necessary resources and support. 
  • Conflict Resolution: Addressing any conflicts or issues that arise between managers or within their teams. This requires strong interpersonal skills and the ability to mediate and resolve disputes effectively. 
  • Cross-Functional Collaboration: Encouraging collaboration and communication between different departments and teams. This helps to break down silos and ensures that everyone is working towards common goals. 
  • Accountability: Holding managers accountable for their performance and the performance of their teams. This includes setting measurable goals, tracking progress, and addressing any underperformance promptly. 
  • Adaptability: Being flexible and adaptable to changing circumstances and needs. This involves staying informed about industry trends and being open to new ideas and approaches. 
  • Process Development: Designing and implementing efficient, repeatable processes that align with business goals. This includes identifying areas for improvement, setting clear objectives, and ensuring consistency across the organization. 
  • Performance Monitoring: Regularly tracking and analyzing performance metrics to ensure processes are effective. This involves using data to identify trends, measure success, and make informed decisions. 
  • Team Leadership: Leading by example and fostering a culture of accountability within the team. This includes setting expectations, providing feedback, and supporting team members in meeting their goals. 
  • Continuous Improvement: Encouraging a mindset of continuous improvement by regularly reviewing and refining processes. This helps to adapt to changing business needs and maintain high standards of performance.
  • Communication: Clearly communicating process changes and expectations to all stakeholders. This ensures everyone is on the same page and understands their role in achieving business results. 
  • Problem-Solving: Addressing any issues or obstacles that arise during the implementation of processes. This requires being proactive and finding solutions to keep the team on track. 
  • Subcontractor Management: Managing relationships with vendors, responsible budget management, ensuring contracts and terms are aligned with business expectations. 
  • Resource Management: Own resource planning for the practice, including accountability for budgeting, hiring, and onboarding of team members who represent the Stoneridge values and have the appropriate experiences and training to meet the needs of our clients 
  • Service Plan Growth:  Evangelize our service plans and set a high standard for delivering on value within those plans that will allow us to grow the business 25%+ year over year.  
  • Automation: Leverage technology inclusive of Microsoft Copilot and tools to drive proactive support, increase client self-service capabilities, drive efficiency, and deliver an exceptional experience 
  • Budget and Metric Management: Budget and adjust forecasts quarterly to adjust to the current reality and to set aggressive yet achievable targets for the business.  Make decisions and manage performance against those metrics on a weekly and monthly basis.  


    • Preferred Qualifications
  • Bachelor’s degree, preferably in Business, Management, IT, or a related field 
  • Proven experience in a customer service or support role, with 5+ years in a leadership position 
  • Excellent written and verbal communication skills with audiences of all levels including clients 
  • Solid interpersonal skills, and ability to establish and maintain effective working relationships within and outside of Stoneridge   
  • Leadership skills and proven success directly managing a team and mentoring team members preferred   
  • Ability to identify and manage business performance including risks, issues, analysis, and strategic recommendations to team and other stakeholders   
  • Proven cross functional collaboration skills and experience driving to results 
  • Experience with customer service software and tools (e.g., CRM systems, ticketing systems) 
  • Ability to handle customer complaints and escalations effectively 
  • Strong technical aptitude   
  • Ability to work primarily independently and concurrently manage multiple initiatives   
  • Ability to work collaboratively for the best interests of the business and the team   
  • Ability to communicate effectively in both spoken and written English 

    • *Years of experience are not required to be consecutive


  • Work Location: This position is available remotely in the United States or remotely in the following Canadian Provinces: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland, Nova Scotia, Ontario, Prince Edward Island, and Saskatchewan.

  • Travel Required: Incumbent is expected to regularly meet with client teams across the United States and Canada (up to 25%)  and will be asked to attend industry events from time to time

  • Visa Sponsorship Information: Visa sponsorship is not offered for this position. Applicants must be authorized to work for ANY employer in the U.S. or Canada. 


    • Compensation
  • Our philosophy is to provide compensation that is Competitive, Equitable, and Driven by Performance.  Various factors impact our pay ranges including market conditions and national salary data. To determine competitive salaries within this range we consider candidates skills, qualifications, and experience. These are national ranges, inclusive of bonus opportunities and could represent multiple role levels.

    • US (USD): $167,900 - $272,000
    Canada (CAD): C$157,900 - C$214,000
     
    Stoneridge reserves the right to hire any individual without legal or financial obligation on unwanted solicitations. No agency emails, calls, or solicitations are accepted without a valid agreement. 


    Health and Wellness
  • Medical Insurance (premiums for employees paid for by the company)
  • Dental Insurance
  • Vision insurance
  • 401(k) contribution program (US) or RRSP Benefits (Canada)
  • Life insurance
  • Disability Benefits
  • Paid parental leave
  • Paid flexible time off
  • Paid sick time (US) or floater days (Canada)
  • Paid holidays
  • Flexible work schedules
  • Mobile/internet reimbursement
  • Employee and family assistance program
  • Learning and development allowance
  • Employer charitable contribution
  • Social wellness clubs
  • Paid business mileage
  • Home office and wellness allowance (US Only)
  • HSA contribution (US Only)

    • We live and breathe our core values:
    Integrity | Technical Excellence | Tenacity | Client Centric | Enjoy Our Work
     
    They are the fabric of our company and a reflection of our organizational culture. Our values are a part of our talent acquisition process, how we operate our company and how we partner with our clients. We enjoy our work by exhibiting our technical excellence and tenacity while being inherently client-centric with integrity toward every customer engagement.
     
    Stoneridge Software is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and all the other fascinating characteristics that make us unique. We acknowledge that individuals from marginalized communities are statistically less likely to apply to a position that they don’t meet all of the qualifications for. We encourage these individuals to apply. Growing the best team is at the center of our strategic plan. To be successful in this, we strive to create an inclusive environment and build a sense of belonging by celebrating our differences and ensuring fair and equitable treatment for all our team members. 

    We will comply with local guidelines regarding infectious diseases and vaccine requirements. Team members who are required to travel to client sites, conferences and events that are not in Stoneridge Software offices, must comply with the client's COVID-19 policies and procedures or have an approved exemption.

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Other Skills

    • Social Skills
    • Accountability
    • Adaptability
    Are you interested?

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