Director, Global Personalized Support

What We Do Products Solutions Support & Services Partners Resources Company Contact Us Global Offices Next Community Director, Global Personalized Support Product Support Durham, North Carolina Req.Num.: 32129 Apply Hungry, Humble, Honest, with Heart.The OpportunityThe Director of Global Designated Support will own the end-to-end strategic direction and delivery for our most prestigious clientele. This leader acts as a critical bridge between technical excellence and business value, transforming support from a service into a partnership. Your primary focus is to move the organization toward a proactive, preventative posture; while navigating high-profile escalations with composure. You will scale a global team of Designated Support Engineers (DSEs) to deliver unmatched customer confidence by mastering the nuances of unique client environments. By providing practical expertise and accelerated resolution, you will ensure our DSEs act as true partners who anticipate risks before they impact the business, ultimately driving deep environmental intimacy and long-term customer loyalty. About the TeamWe are seeking a high-caliber leader to spearhead our Global Designated Support organization. As the architect of our long-term strategic roadmap, you will define the vision and lead the end-to-end transformation of our technical support operations. This team serves as the technical backbone for our most strategic, high-profile customers; your mission is to evolve this global function from a reactive model into a proactive, strategy-led growth engine that drives customer lifetime value Your RoleLeadership and Strategy Build, lead and manage a global team of Designated Support Engineers, focusing on delivering best-in-class customer support for Global Strategic customers. Develop and implement long-term technical support strategies that align with the company’s product roadmap and business objectives. Collaborate with senior leadership to set key performance indicators (KPIs) and ensure team performance is aligned with overall company goals. Drive strategic alignment between Personalized Support, Product Engineering, and Customer Success to create a continuous feedback loop that informs product roadmaps and reduces systemic friction for top-tier clients. Escalation Management & Cross-Functional Collaboration Lead and orchestrate high-profile, mission-critical customer escalations, ensuring swift resolution and clear executive communication. Maintain daily collaboration with Engineering leadership and top-tier account teams to bridge the gap between customer needs and product development. Act as the ultimate internal and external advocate for the customer during technical crises. Work closely with engineering teams to drive process improvements, root cause analysis, and feedback loops from support to engineering for continuous improvement. Strategic Scaling & Operations Architect and execute a multi-year global scaling strategy that aligns organizational capacity with regional market demands, ensuring a consistent, world-class service standard across all territories. Conceptualize and institutionalize high-touch support models and engagement frameworks that differentiate our premium offering and maximize customer lifetime value (CLV). Spearhead the digital transformation by leveraging AI-driven intelligence and predictive analytics to shift the organization from a traditional "break-fix" support model to a preventative service. Define and lead a high-impact KPI framework that pivots organizational success metrics from operational volume to strategic health; prioritizing technical debt, risk mitigation, and proactive environmental optimization.  Technical Understanding & Mentorship Develop a strong grasp of our core SaaS technologies to understand exactly how customers utilize our platforms in their business operations. Provide direct mentorship...