Director of Product Support

Description

Meridian Cooperative is looking for a Director of Product Support to join a team of passionate innovators and problem-solvers, empowered to rise above challenges and swarm around solutions. Here, at our Dunwoody office, we are energized by the fact that our work is important. We are driven to make work as easy as possible for our Members, Customers, Partners, and Employees. Help us lead the way in Utility Software, join a winning company and thrive.  This role is hybrid and may be performed out of Dunwoody, GA.

Summary:

The Director of Product Support is responsible for designing and implementing strategies to elevate service quality, operational efficiency, and customer satisfaction to Meridian’s customers while providing overall direction to Meridian’s Professional Services team.

Responsibilities:

• Motivate, lead, and guide multiple managers and team leads across the department, fostering a culture of excellence, accountability, and continuous improvement.
• Develop comprehensive goals, priorities, and expectations for maintaining high standards of performance across the Professional Services team in alignment with Meridian’s goals and objectives.
• Monitor and develop talent within the team, providing guidance on career growth and professional development.
• Lead, guide, direct, and evaluate the performance of all Professional Services employees.
• Provide guidance and develop training programs to assist Professional Services staff in acquiring necessary expertise regarding product operation and optimal utilization.
• Provide strategic direction to the Professional Services team as they provide solutions for sophisticated product concerns, troubleshoot and resolve issues, implement complex fixes to improve functionality, and serve as the liaison between the customer and other internal teams.
• Drive data-driven decision-making by leveraging analytics to identify trends and opportunities for improvement. Guide the collection, analysis, and reporting of data used to analyze and identify trends.
• Ensure best-in-class tools and capabilities are used for data analysis and develop innovative ways of using data to inform decision-making.
• Focus efforts and strategies on elevating product support and service quality for Meridian’s members once they transition from the Implementation department to the Professional Services team. Implement strategies to optimize client satisfaction levels.
• Provide leadership to managers and team members as they assist newly migrated and already existing members in implementing complex software features.
• Build strong client relationships, acting as a senior liaison to understand their needs, challenges, and feedback.
• Collaborate with cross-functional teams to align support services with Meridian’s overall business objectives. Work closely with leaders from Development and Implementation teams on shared initiatives and to share customer feedback and trends. Serve as an advocate for product enhancements and improvements.
• Conduct strategic departmental planning and develop and evaluate all Professional Services processes and policies, ensuring they best serve Meridian’s customers.
• Conduct performance analysis against Key Performance Indicators (KPI’s) and use findings to make adjustments and improve departmental performance. Prepare and present regular reports to senior management and stakeholders to share findings.
• Demonstrate a passion for excellent customer service with both internal and external customers, including cross-functional teams.
• Take the initiative in thought leadership, innovation, and creativity.
• Represent the company at conferences and networking events.
• Adheres to all Meridian corporate policies and procedures.
• Travel as required.
• Any additional responsibilities assigned by management.

Education:
Bachelor's Degree required.

Work Experience:
Ten years of applicable experience required. A minimum of four years in a leadership role is required.

(Proficiency) Skill:
(High) SQL knowledge
(High) Leadership skills and the ability to take the initiative in thought leadership, innovation, and creativity
(High) Ability to participate in on-call rotation and perform work duties outside of business hours on occasion
(High) Technical background with proficiency in troubleshooting software issues
(High) Customer service skills to work effectively with both internal and external customers
(High) Understanding of customer service principles and practices, with a focus on delivering exceptional customer experiences
(High) Proficiency in Microsoft Office Suite applications such as Word, Outlook, Excel, and PowerPoint
(High) Ability to think critically, analyze issues, and develop and implement appropriate resolutions
(High) Interpersonal and communication skills with the ability to share technical information, understand complex technical issues, and make them understandable to others
(High) Attention to detail with analytical, testing, and problem-solving capabilities
(High) Flexibility and ability to rapidly respond to changes
(High) Time management skills with the ability to contribute in a fast-paced environment and manage multiple, competing priorities

License/Certification: N/A

We Offer

What We Offer:

• Outstanding Medical/Dental/Vision
• Education/Training Reimbursement
• On-Site Education Courses
• Flexible Spending Account
• Health/Wellness Reimbursement
• Excellent Life and AD&D insurance
• Paid Time Off: Eligible to begin accrual from date of hire; accrual amount based on years of service. Beginning accrual rate equivalent to 22 days per year. 10 holidays which include the day after Thanksgiving, and Christmas Eve. Up to 240 hours of PTO can roll over to the following year.
• Volunteer Time: 8 hours per year
• Retirement: Robust 401K. Following one year of eligible service, the Company contributes in two ways: (1) match of 100% of each dollar you contribute on the first five percent (5%) of eligible compensation, and (2) Employer basic contribution of 4% of base salary (with increases in basic contribution percentage based on years of service). Employees are 100% vested in Company funded contributions from the date they enter the plan.

In addition to a competitive salary, a medical/dental/vision plan, and matching 401(k), also offer:

• Relaxed Dress Code
• Flexible Hybrid Work Schedules
• In-Office Gym

About Us:

We were formed in 1976 by a group of Electric Membership Cooperatives with a vision for a single enterprise solution provider to serve data processing, IT, and operational needs to cooperatives, public utility districts, and municipal utilities. Through carefully curated acquisitions and partnerships, Meridian Cooperative has unified multiple leading-edge companies under its umbrella to truly execute that vision. Today, the Meridian Suite serves over 500 utilities across the country with industry-leading enterprise software solutions.