Director, Customer Support

$85,000 - $135,000 / year
Vertafore is a leading technology company whose innovative software solution are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships.
Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success.
Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better.
We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India.
JOB DESCRIPTION
Vertafore has an opening for an experienced, energetic Customer Support Director. The ideal candidate will be committed to customer service and able to grow and develop leaders. A key function of the position is to manage and retain a best in class Customer Support team dedicated to building long-term value in customer partnerships. This role is a key member of the customer support leadership team responsible for creating and leading our support strategy for delighting our customers.
Core Requirements and Responsibilities:
Essential job functions included but are not limited to the following:

• Providing the best possible levels of customer service and will have proven experience of motivating and driving performance improvements within a team.

• Leading customer support teams who support over 56 different Vertafore products across three different locations.

• Overseeing daily contact center operations and performance metrics

• Setting new strategy and visions and implementing them to better our Customer's experience.

• Being a proven Customer Support thought leader who will provide direction to peers & teams in the Customer Support organization as they work to create a best in class customer support organization.

• Creating an exceptional customer experience that differentiates us in the industry and will have proven experience of motivating and driving performance improvements within a team.

• Developing and implementing practices, philosophies, behaviors, and tools that will delight our Customers with every interaction.

• Driving continual improvement, using quantitative and qualitative analysis, in everything that we do, including; people, technology, processes, service and product.

• Driving Support training and quality program to ensure technical accuracy and customer delight in every interaction.

• Managing to departmental financial objectives by forecasting requirements, and actively participating in the development of the annual budget.

• Successfully achieving the right balance between Excellent Customer Experience, Employee engagement and Shareholders.

• Serving as an escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary.

• Provide 'Voice of the Customer' feedback that helps drive innovation and further solidify or enhance Vertafore's competitive position in the marketplace.

• Leveraging broad-based industry knowledge and marketplace expertise to fully understand the impact of emerging trends and technologies on the business.

Qualifications:

• You are passionate about providing the best possible levels of customer services and have proven experience of motivating and driving performance improvements within a team.

• Strategic thinking combined with the ability to execute

• Strong personal and team leadership, proven ability to build high performing engaged teams.

• Strong problem solver with experience of executing solutions successfully for a positive customer experience.

• Experience creating new business value and leading major change initiatives.

• 7+ years' experience in a fast paced, multi-channel software customer support business, including 5+ years in leadership positions in complex, multi-product environments.

• Proven experience in process improvement and identifying areas for increased operational efficiencies.

• Hands-on experience managing contact center operations teams, including resource management, incident management, business continuity and data analytics.

• Experience in leading through significant process, organizational and system changes with positive results.

• Strong written and verbal skills with proven ability to make effective presentations to C-level executives as well as Vertafore business units.

• Bachelor's degree or equivalent experience, MBA or advanced degree preferable.

Additional Requirements and Details:

• Travel required up to 15% of the time.

• Occasional lifting and/or moving up to 10 pounds.

• Frequent repetitive hand and arm movements required to operate a computer.

• Specific vision abilities required by this job include close vision (working on a computer, etc.).

• Frequent sitting and/or standing.

THE VERTAFORE STORY
Over the past 50 years, Vertafore has advanced the entire insurance distribution channel with the best software solutions in the industry. Today, we're proud to say hundreds of thousands of Vertafore users rely on our solutions to write business faster, reduce costs, and fuel growth by increasing collaboration and streamlining processes. Vertafore leads the industry with secure, cloud-based mobile products that provide superior reporting and analytics, delivering actionable insight- right when customers need it most. We partner with other leading technology companies to deliver comprehensive solutions to improve the way our customers do business and serve their customers.
The Vertafore Way
Insurance is about relationships, and technology should make those relationships stronger. That's why, at Vertafore, it's our mission to transform the way the industry operates by putting people at the heart of insurance technology. By focusing on our customers, becoming better every day, and delivering results you can see, we provide the level of trust and security that insurance is all about.• Bias to Action: We're united by an innate drive to take action and make a difference in the technology and insurance spaces.• Win Together: We work together as one team, showing empathy and respect along the way.• Show Up Curious: We work to challenge one another to push boundaries and think beyond the box.• Say It, Do It: We honor every one of our commitments because integrity is important to us.• Customer Success is Our Success: We cultivate authentic relationships and follow up by actively listening to their needs.• We Love Insurance: We appreciate the impact insurance has on the world.
Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!
Vertafore is a drug free workplace and conducts preemployment drug and background screenings .
The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
Vertafore is a Flexible First working environment which allows team members to work from home as often as you'd like, while using our offices as a place for collaboration, community, and teambuilding. There are times you may be asked to come into an office and/or travel for specific meetings for a specific business purpose and this varies by job responsibilities.
Why Vertafore is the place for you: *Canada Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• Medical, vision & dental plans
• Life, AD&D
• Short Term and Long Term Disability
• Pension Plan & Employer Match
• Maternity, Paternity and Parental Leave
• Employee and Family Assistance Program (EFAP)
• Education Assistance
• Additional programs - Employee Referral and Internal Recognition

Why Vertafore is the place for you: *US Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• Vertafore is a Flexible First working environment which allows team members to work from home as often as you'd like, while using our offices as a place for collaboration, community, and teambuilding. There are times you may be asked to come into an office and/or travel for specific meetings for a specific business purpose and this varies by job responsibilities.
• Medical, vision & dental plans
  • PPO & high-deductible options
• Health Savings Account & Flexible Spending Accounts Options:
  • Health Care FSA
  • Dental & Vision FSA
  • Dependent Care FSA
  • Commuter FSA
• Life, AD&D (Basic & Supplemental), and Disability
• 401(k) Retirement Savings Plain & Employer Match
• Supplemental Plans - Pet insurance, Hospital Indemnity, and Accident Insurance
• Parental Leave & Adoption Assistance
• Employee Assistance Program (EAP)
• Education & Legal Assistance
• Additional programs - Tuition Reimbursement, Employee Referral, Internal Recognition, and Wellness
• Commuter Benefits (Denver)

The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
The Professional Services (PS) and Customer Success (CX) bonus plans are a quarterly monetary bonus plan based upon individual and practice performance against specific business metrics. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
The Vertafore Incentive Plan (VIP) is an annual monetary bonus for eligible employees based on both individual and company performance. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
Commission plans are tailored to each sales role but common components include quota, MBO's and ABPMs. Salespeople receive their formal compensation plan within 30 days of hire.
Vertafore is a drug free workplace and conducts preemployment drug and background screenings.
We do not accept resumes from agencies, headhunters or other suppliers who have not signed a formal agreement with us.
We want to make sure our recruiting process is accessible for everyone. if you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact [email protected]
Just a note, this contact information is for accommodation requests only.