- Leading a high performing Software Support team located in Portugal and Turkey, accountable for service levels and process controls for both an SMB and Enterprise software client base
- Managing the full employee life-cycle of a high performing client support team, with a focus on developing and coaching support teams to consistently deliver exceptional results
- Responding to and managing client escalations efficiently ensuring internal and external stakeholders are kept updated on progress and resolution
- Presenting customer feedback to internal teams to drive end user improvements and product enhancements
- Analysing and interpreting data to drive cross-functional initiatives to reduce customer incidents and to reduce support costs and improve the customer experience
- Implementing, in partnership with other functions processes, systems and practices that enhance efficiency and automation of customer support and experience
- Participating in local M&A integration as necessary and as assigned in related countries in scope.
- Fluent in English, proficiency in Turkish is a plus
- Advanced experience with Salesforce, CRM, and support tools
- Proven track record implementing efficient customer support processes, including AI solutions
- 10+ years of service-related experience preferred
- 5+ years of leadership experience in multi-product support
- Experience managing in a matrix environment, preferably with a global organisation
- Strong time management, organisational, and decision-making skills
- Ability to empower teams to achieve goals
- Proficient in data analysis for performance improvement
- Highly motivated and adaptable to changing environments
- Consistently delivers results on time and within budget
- Bridges strategy with tactical execution effectively
- Demonstrates integrity and ethical behaviour
- Understands business sensitivities and confidentiality
- Flexible Time-Off
- Bi-Weekly Meeting Free Days
- Mentoring Programs
- Globally recognised Training and Development programs
- Benefits
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Senior Director, ERP Client Support EMEA - Amsterdam, Nederland - Sovos
Beschrijving
Build your future with Sovos.
If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionising how businesses navigate the ever-changing regulatory landscape.
At Sovos, we're dedicated to more than just solving compliance challenges – we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.
Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we
Don't worry if you don't check all the boxes – apply anyway We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.
The Work You'll Do:
The Senior Director, Client Support EMEA will lead and oversee members of the Support team that delivers client support for clients utilising Sovos' products and/or service offerings. The Senior Director is responsible for ensuring that all services are successfully supported in a timely fashion while delivering an outstanding customer service experience. This individual is passionate about client service and leading others, is extremely detail oriented and organised, and is an excellent communicator.
Location: UK, Germany
More specifically you will
What We Need from You
What Does Sovos Offer You?
The tools to enhance your life - because we want you to enjoy your life outside of work and inside
Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.
Company Background
Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.
More than 100,000 customers in 100+ countries – including half the Fortune 500 – trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit and follow us on and .
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