Director of support and implementation (remote)Community Brands

About Us
Community Brands - leveling the playing field between for-profits and purpose-driven organizations
Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events; raise funds to enable their mission; and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.
We are seeking a Director of Support and Implementation to join our growing team!
The Director of Support and Implementation for Diamond Mind, Ravenna, and TADS AETM is responsible for leading a customer support and implementation management teams. The Director will design, implement, and lead customer improvement strategies in partnership with other cross-functional leadership to ensure product and customer satisfaction and to ensure strong team performance across the Financial Aid portfolio. They are responsible for designing, developing, implementing and creating a best-in-class customer support strategy and provide leadership and mentorship to drive the success of the customer support team.
A Day in the Life:
Manages a department sub-function within a broader departmental function
Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure
Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function
Manages managers in the day-to-day performance of their jobs
Ensures that project/department milestones/goals are met and adhering to approved budgets
Has full authority for personnel actions
Accountable for all aspects of the customer relationship; training services team on technology, communication, review and comprehend reporting metrics around customers to identify areas for improvement
Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
New hire scouting, interviewing, and performance evaluations
Authorized to approve special adjustments or exceptions for customers
Become a trusted advisor with top executives at customer organizations
Work with Senior Management to accomplish goals around talent management, metrics, partner relationships, strategic initiatives
Attend product trainings and conferences; travel as needed
Establish and monitor qualitative and quantitative benchmarks to evaluate customer satisfaction and retention
We are looking for someone who:
Requires 5-10 years of management experience of services and/or support teams
Requires a bachelor's degree
Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
Experience selling SaaS solutions strongly preferred
Experience working with K-12 business office and administrators preferred
Demonstrate ability to learn and understand basic office software applications
Excellent verbal and written communication, organization and follow up skills
Excellent relationship building skills and ability to work both individually and as a member of a team are necessary
Proven ability to handle multiple tasks with minimal supervision
Ability to work effectively within a fast-paced, deadline-driven environment
Ability to travel domestically
Why work here?
Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.
Medical, Dental, & Vision
401k
Flexible Planned Paid Time Off
Generous Sick Leave
Casual Environment
Purpose Driven Culture
Work-life balance
Passionate about Community Involvement
Company Paid Parental Leave
Company Paid Short Term Disability
Remote Flexibility
Community Brands actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and to complete the required employment eligibility verification form upon hire.
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Community Brands

India Philippines
Permanent
Full-time