Director, Software Support

The IDEXX Customer and Technical Support organization is hiring a new Support leader! This dynamic position of Director, Software Support sets the strategic direction and leads the operations of the global teams that support the needs of our Veterinary Practice Software customers.

This position is responsible for understanding the current and future needs of our customers and our internal Line of Business partners, and developing and executing strategies to improve customer satisfaction with the lowest-effort customer experience possible. This leader will oversee a large, global organization made up of multiple teams and components, working with and through a team of leaders to deliver a consistent and constantly improving customer experience. Designing for the customer experience is a top priority for this role, at every point in the customer journey.

In the role of Director, Software Support:

• You will make designing for the customer experience a top priority at every point in the customer journey, from first contact through ongoing use of our products, and hold your teams, tools, and partners to that standard
• You will be part of a Global Customer and Technical Support Organization and work as a peer with leaders of support teams for other product areas and in other global regions, aligning on standards, metrics, and escalation paths
• You will lead the global support organization for our Veterinary Practice Software customers, with teams in EMEA, ANZ, and North America, working through subordinate leaders to set objectives, evaluate performance, and support their personal and professional development
• You will set the strategy and operating plan for software support, with strategies and efficiencies that enhance both our customer and employee experiences
• You will build a leadership bench through coaching, development, and succession planning
• You will identify problems, obstacles, and opportunities and lead process improvements based on the evaluation of existing procedures and business needs, with a focus on continuous improvement
• You will own the technology and tools strategy for support, ensuring the most efficient use of our tools while evaluating new tools, including self-service and AI-assisted capabilities, to reduce the effort of our customers and employees
• You will own attainment of operational targets, using data, metrics, and system tools to maximize efficiency and customer experience, and move quickly when results drift off plan
• You will partner closely with our Software product and business leaders to create a frictionless customer experience, reduce the need for customer contacts at their source through product improvements and self-serve options, and develop and execute short- and long-term product strategies that meet evolving customer needs and leverage our technology investments
• You will lead the organization through change as our products evolve and our business grows
• You will continually assess organizational structure and service models for global opportunities, taking into account language, time zone, and regional differences
• You will own the function’s budget and financial commitments, ensuring staffing and resources are in place to deliver the plan
• You will engage with our largest customers on escalations and business reviews, and hold key vendor and outsourced partners accountable to their commitments
• You will prepare and deliver reporting that summarizes performance, surfaces risk, and sets direction for peer groups and senior management

What you need to succeed:

• Significant prior leadership experience in a contact center or support organization that supports customer software or SaaS products, including leading through subordinate managers across multiple teams and regions
• Demonstrated ability to lead teams and organizations through change, with situational leadership and conflict management skills
• Ability to influence and motivate extended teams to drive business objectives and to lead without authority, with strong negotiation and persuasion skills
• Ability to build strong relationships with customers and colleagues and to work with all levels internally and externally
• Business/financial acumen, with experience owning a functional budget and bottom-line responsibility
• Ability to work collaboratively in a matrix environment and as a peer with global and regional counterparts across geographies and time zones
• Technical aptitude (including medical field, life science, veterinary)
• Strong knowledge of business needs, with the ability to establish customer trust and confidence while managing constructive conflict with partners
• Ability to build and execute business plans and programs and drive results at scale
• Ability to assess the marketplace, customer needs, and the implications of quarterly/annual goal attainment and marketing and sales programs, and to model and design complex solutions
• Excellent written and verbal communication and presentation skills, including the ability to present to large audiences and to explain information in a way that builds rapport, persuades others, and gains understanding
• Ability to design for the customer experience at every point in the customer journey, understand customer needs, use support data to influence product and business decisions, and recommend strategies for continuous improvement
• Strong people development, performance management, and organizational design skills, with a track record of growing leaders and the ability to plan for the needs of our people, including systems, tools, and development opportunities
• This is an onsite position with the expectation to be onsite 4-5 days per week in Westbrook, Maine.

What you can expect from us:

• Salary range starting at $ 200,000 based on experience
• Opportunity for annual cash bonus & annual equity awards
• Health / Dental / Vision Benefits Day-One
• 5% matching 401k
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more

Travel:

Up to 20% travel is required, including to support teams in EMEA, ANZ, and North America and key customers

Location:

Westbrook, ME

Why IDEXX We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. If meaningful work and a sense of purpose are at the top of your list, you’ll find it here. Let’s pursue what matters together.

EEO Statement IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws